Member Support Specialist
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Job Description
Member Support Specialist at Collective guiding new members through onboarding and ensuring business establishment. Blending customer support, collaboration, and proactive outreach.
Responsibilities:
- Serve as the primary point of contact for member questions throughout onboarding.
- Assist members with inquiries related to tax, accounting, payroll, and U.S. corporate structures (especially LLCs/S Corps), using cross-functional resources to ensure accurate, professional communication.
- Apply a basic understanding of these topics (advanced proficiency is a plus, not a requirement).
- Adapt quickly in a fast-paced environment to resolve member issues effectively.
- Manage inbound member inquiries about our product, process, taxes, and accounting via email and phone.
- Proactively send updates and reminders about key onboarding milestones.
- Identify opportunities to streamline and improve the onboarding process.
Requirements:
- 2+ years of experience in a customer-facing role (contact center, accounting, payroll, or tax-related environment preferred)
- Familiarity with U.S. taxes, tax-filing procedures, U.S. corporate structures (LLCs/S Corps), and proficiency with online bookkeeping and payroll systems
- Exceptional written and verbal English communication skills, with the ability to explain complex topics clearly and manage conflict effectively
- 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
Benefits:
- Remote-Friendly Environment: Flexibility to work from home while staying connected to the team
- Compensation & Ownership: Competitive base salary, performance bonus (if applicable), and stock options
- Health & Wellness: $100 quarterly reimbursement to support your well-being
- Time Off: Flexible PTO plus 14 company holidays
- Team Connection: Regular team events, virtual gatherings, and community-building experiences
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