Senior Member Support Specialist

Collective

. Conduct 4–5 hours of video calls daily with members, guiding onboarding and day-to-day account questions .

Posted 10/8/2026full-timeRemote • United StatesSenior💰 $75,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support, particularly in accounting, tax, and payroll systems, while providing clear communication and solutions-oriented assistance to members. Proficient in managing multiple tasks and maintaining accurate documentation in relevant software.

Highest-signal resume keywords

Customer ExperienceAccounting SystemsPayroll Tax KnowledgeXero, QuickBooks Online, Gusto, ADPStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Accounting SystemsPayroll SystemsPayroll Tax KnowledgeS-Corp Compensation ExplanationTask Management

Soft Skills

Professional CommunicationAttention to DetailSelf-DirectionSolutions-Oriented Support

Tools & Technologies

SalesforceXeroQuickBooks OnlineGustoADP

Industry Keywords

Customer SupportOnboardingTaxPayrollAccounting

About the role

Key responsibilities & impact

Conduct 4–5 hours of video calls daily with members, guiding onboarding and day-to-day account questions
Serve as a go-to resource for members navigating the platform
Troubleshoot and escalate issues as needed
Guide members through their first payroll and explain payroll taxes, including S-Corp payroll considerations
Explain complex tax and accounting topics clearly
Support members before and after onboarding with tax, accounting, payroll, and platform questions
Provide professional, warm, and solutions-oriented support via calls, email, and messages
Manage multiple member conversations and tasks while maintaining quality
Maintain accurate documentation in Salesforce and internal systems
Complete assigned tasks and workflows in a timely manner
Partner cross-functionally to advocate for members and improve the overall experience

Requirements

What you’ll need

4+ years in customer experience or support
2+ years hands-on working directly with accounting, tax, or payroll systems
Familiarity with Xero, QuickBooks Online, Gusto, ADP, or similar accounting and payroll software
Clear grasp of payroll taxes
Ability to explain S-Corp reasonable compensation to business owners without a financial background
Strong, professional written and verbal communication skills
Sharp attention to detail
Strong task-management skills
Self-direction to thrive independently in a fast-paced environment
Legally authorized to work in the United States
Must not require or will not require sponsorship for a US employment visa

Benefits

Comp & perks

$200 quarterly reimbursement to support your well-being
Fresh lunch provided on in-office days for those in a hybrid schedule
$150 monthly reimbursement for transit expenses for those in a hybrid schedule
Flexible PTO plus 14 company holidays
100% medical, dental, and vision coverage for employees
75% medical, dental, and vision coverage for dependents
16 weeks fully paid parental leave
401k plan
Equity package
Quarterly virtual events
Annual in-person summit
Remote work flexibility