Senior Member Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct daily video calls lasting 4–5 hours with members, assisting with onboarding and addressing everyday account inquiries.

• Act as a primary resource for members navigating the platform.

• Troubleshoot issues and escalate them when necessary.

• Guide members through their initial payroll process and clarify payroll taxes, including considerations for S-Corp payroll.

• Clearly explain complex topics related to tax and accounting.

• Provide support to members before and after onboarding concerning tax, accounting, payroll, and platform-related queries.

• Deliver professional, warm, and solutions-focused assistance via calls, email, and messages.

• Manage various member conversations and tasks while upholding quality standards.

• Ensure accurate documentation in Salesforce and internal systems.

• Complete assigned tasks and workflows promptly.

• Collaborate with cross-functional teams to advocate for members and enhance the overall experience.

⛳️ Requirements

• A minimum of 4 years in customer experience or support.

• At least 2 years of hands-on experience working directly with accounting, tax, or payroll systems.

• Familiarity with accounting and payroll software such as Xero, QuickBooks Online, Gusto, ADP, or similar platforms.

• Solid understanding of payroll taxes.

• Capability to explain reasonable compensation for S-Corps to business owners who lack a financial background.

• Excellent written and verbal communication skills in a professional context.

• Strong attention to detail.

• Effective task-management abilities.

• Self-motivated to succeed independently in a fast-paced environment.

• Must be legally authorized to work in the United States.

• Should not require or will not require sponsorship for a U.S. employment visa.

🏝️ Benefits

• $200 quarterly reimbursement to support your well-being.

• Fresh lunch provided on in-office days for those with a hybrid schedule.

• $150 monthly reimbursement for transit expenses for those on a hybrid schedule.

• Flexible PTO in addition to 14 company holidays.

• Comprehensive medical, dental, and vision coverage for employees at 100%.

• 75% medical, dental, and vision coverage for dependents.

• 16 weeks of fully paid parental leave.

• 401k plan.

• Equity package.

• Quarterly virtual events.

• Annual in-person summit.

• Flexibility for remote work.