Senior Member Support Specialist, Collective
$75-85k
Offers Equity
Back-office platform for self-employed people
Be an early applicant
Back-office platform for self-employed people
201-500 employees
Be an early applicant
$75-85k
Offers Equity
201-500 employees
Company mission
To empower Businesses-of-One to succeed for the life of their business and beyond.
Role
Who you are
- 4+ years of customer experience or support, and 2+ years working in accounting or taxes
- Experience with Xero, QuickBooks Online, Gusto, ADP, or similar accounting and payroll tools
- Strong understanding of payroll taxes; experience with S-Corp payroll is a plus
- A passion for helping our members and thriving in a customer-centric role
- Attention to detail, strong customer service skills, and the ability to manage multiple tasks
- Clear, professional written and verbal communication
- Ability to work effectively in a fast-paced environment with minimal supervision
What the job involves
- As a Senior Member Support Specialist at Collective, you will guide new members through a smooth and successful onboarding experience onto our all-in-one accounting platform, serving as a trusted resource for bookkeeping, payroll, and tax inquiries
- This is a high-impact, customer-centric role where you will spend the majority of your day conducting video calls, breaking down complex technical topics into clear, easy-to-understand explanations
- We’re looking for an expert who pairs deep accounting and payroll knowledge with genuine customer service instincts—someone equally comfortable creating P&L reports and supporting solo entrepreneurs with a member-first mindset
- The work is fast-paced and dynamic, and you’ll play a key advisory role in helping self-employed people understand their finances and run their businesses with confidence
- Guide Members Through Onboarding & Ongoing Support
- Conduct video calls with members each day (approximately 4–5 hours daily), guiding them through onboarding and day-to-day account questions
- Serve as a go-to resource for members navigating our platform, troubleshooting and escalating issues as needed
- Apply Accounting, Tax & Payroll Expertise
- Guide members through running their first payroll and understanding payroll taxes, including S-Corp payroll considerations
- Break down complex tax and accounting topics into clear, easy-to-understand explanations
- Support members pre and post onboarding with their support questions related to tax, accounting, payroll & overall use of our platforms
- Deliver Exceptional Member Experience
- Support entrepreneurs and the self-employed with a member-first mindset, treating every interaction as a chance to build trust
- Bring strong customer service instincts to every call, email, and message — professional, warm, and solutions-oriented
- Manage multiple member conversations and tasks at once without letting quality slip
- Stay Organized & Collaborate Cross-Functionally
- Maintain accurate documentation across 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
Our take
Collective is tapping into the quickly growing freelance and self employed workforce with a back office platform which provides full support for accounting, tax, bookkeeping and other financial admin, essentially removing the burden from the business owner entirely.
Launched in 2020, Collective didn’t take long to receive major backing from General Catalyst as well as Ashton Kutcher’s VC fund Sound Ventures. It’s put it to great use too, with an employee headcount now in the hundreds, showing just how fast the startup is growing.
Interestingly, Collective isn’t available for any and all subscribers. Rather, it only allows applicants to become members if Collective’s advisors know they can offer real value. It may seem a counter-intuitive move, but it keeps the company’s success rate high.
The company's latest funding round, raised in 2023, supports the accelerated implementation of AI across its operations as well as expanded onboarding efforts. Collective also continues to broaden the value of its offering, for example wit the launch of an AI accounting platform for one-person operations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2023
$50m
EARLY VC
May 2021
$20m
SERIES A
Total funding: $78.7m
Company benefits
- Flex work setup
- Flexible PTO
- 14 paid holidays
- Paid parental leave (16 weeks)
- Health, dental, and vision
- Additional medical coverage
- 401k plan
- Equity
Company HQ
SoMa, San Francisco, CA
Leadership
Hooman Radfar
(CEO & Co-Founder)Previously co-founded and was CEO of AddThis (acquired by Oracle), and was a founding partner at early stage startup accelerator Expa.
Ugur Kaner
(Board Member & Co-Founder)Was CPO before taking on an Advisor role. Joined YC startup in 2015 MBX as VP of Product Design, building multi-brand beauty and personal care startup Memebox. Helped to build the now public Udemy, and has worked with Google, Angry Birds, and Nokia.
Bugra Akcay
(Board Member & Co-Founder)Co-founded and was CTO of Hike, an accounting and tax platform for freelancers which preluded Collective. Was also the co-founder and CTO of Cici Meze, an enterprise food informatics company.
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