Member Support Specialist, Collective
$65-75.5k
+ Equity & Bonus
More information about location
Back-office platform for self-employed people
Open for applications
Back-office platform for self-employed people
201-500 employees
Open for applications
$65-75.5k
+ Equity & Bonus
More information about location
201-500 employees
Company mission
To empower Businesses-of-One to succeed for the life of their business and beyond.
Role
Who you are
- 2+ years of experience in customer support, with 1+ years in tax, or accounting, or payroll (combination of experience preferred)
- A working understanding of US taxes, tax-filing basics, and business structures like LLCs and S Corps
- Exceptional written and verbal English communication skills, with the ability to explain complex topics clearly and manage conflict effectively
- Hands-on experience with online bookkeeping or payroll software such as QuickBooks, Xero, Gusto, or ADP, along with the ability to learn new platforms quickly
- Strong organizational skills with the ability to manage multiple clients and tasks simultaneously
- A collaborative, professional mindset with a commitment to supporting colleagues and contributing to shared goals
- Strong critical thinking abilities, comfort with ambiguity, and a proactive approach to identifying and solving customer problems
- Confidence engaging with customers across email, phone, video, and text
What the job involves
- As a Member Support Specialist at Collective, you will guide new members through a smooth and successful onboarding experience onto our all-in-one accounting platform
- Following each member’s enrollment, you will build on the sales conversation and make sure every required step, document, and business setup requirement is completed accurately, compliantly, and on time
- Along the way, you will help members understand the value of their membership and build confidence in running their business with Collective’s support
- The trust and momentum established during these first weeks are essential to long-term engagement with our product
- You will serve as a trusted point of contact across chat, phone, and video, communicating in a clear, timely, and professional manner, and you will continue to support members with their day-to-day questions after onboarding
- This role blends customer support, cross-functional collaboration, and proactive outreach
- No two days will be the same, and the impact you make on our entrepreneurs is significant
- Serve as the primary point of contact during member onboarding, guiding individuals through entity formation or business verification
- Manage inbound member inquiries about our product, process, taxes, payroll, and accounting via chat, and phone, resolving issues quickly and effectively
- Explain foundational concepts such as LLC and S Corp structures, bookkeeping basics, and how payroll works on our platform
- Conduct video calls with members on core onboarding and platform topics, building toward leading more complex consultations
- Adapt quickly in a fast-paced environment to resolve member issues effectively
- Proactively send updates and reminders about key onboarding milestones
- Identify opportunities to streamline and improve the onboarding process
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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