Member Support Specialist II

About the role

Member Support Specialist IIs work directly with our members to answer questions and remove barriers they may come across, supporting any of our channels (chats, cases, or phones) based on member demand. This role calls for strong attention to detail, a good work ethic, and the ability to thrive in a high-volume, constantly evolving environment. Specialists communicate with both external and internal stakeholders and work cross-functionally with the team and leadership to serve members' needs.

Responsibilities

• Handle complex inbound questions from learners regarding benefits, employer policies, program options, and technical issues via phone, chat, or case management systems, ensuring timely and accurate resolutions.
• While this isn't a leadership role, we look for people who show early signs of leadership potential — the kind where peers start to notice, trust, and go to you when they need help.
• Operate as a true owner over your performance metrics and the expectations of the role, meeting or exceeding identified expectations and Guild's core competencies.
• Work closely with leadership and cross-functional teams to support new partner launches, communicate launch details, and address post-launch issues.
• Gather and synthesize feedback from the team to share with leadership, contributing to change management discussions and ensuring smooth transitions.
• Act as a mentor for new Member Support Specialists, guiding them through onboarding and skill development as a key resource for their growth.
• Engage in additional projects and initiatives that respond to evolving business needs, representing the voice of the customer.
• Follow existing processes, best practices, and standards to maintain consistency and quality, using tools such as Salesforce, Guru, and Looker to enhance engagement with members and learners.

Requirements

• Excellent written and verbal communication skills, with the ability to synthesize and explain complex or sophisticated information in an easy-to-understand manner.
• Strong attention to detail and organization.
• The ability to consistently meet performance expectations as a high performer in a fast-paced, high-volume environment, including partner-specific Service Level Agreements.
• Experience mentoring peers and supporting the onboarding and growth of teammates.
• Willingness to adapt and navigate a changing, ambiguous environment while meeting internal and external deadlines.
• 2-4 years of customer service experience, ideally in a high-volume and remote call center environment.

Preferred Competencies

• Familiarity with case management, chat, or phone support tools such as Salesforce, Guru, or Looker.
• Experience using AI tools to support your work, along with the judgment to know when to rely on them and when to double-check their output.

Pay

This role offers a competitive total compensation package, including an hourly rate of $32.19 per hour and stock options.

Benefits

• Access to low-cost, high-quality health care options through Collective Health and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO).
• Access to a 401k to help save for the future.
• Vacation policy to rest and recharge.
• 8 days of fully-paid sick leave, to take the time to heal and or recover.
• Family-friendly benefits, including 12 weeks of parental leave for non-birthing parents and 18-20 weeks for birthing parents; 2-week ramp-up period for when employees return from a leave of 6 weeks or more; as well as employer-paid short-term and long-term disability, employer-sponsored life insurance, fertility and caregiving benefits.
• Well-rounded wellness benefits including free and low cost mental health resources and financial wellbeing support services.
• Education benefits and tuition assistance to help your future development and growth.

Schedule & Location

This is a remote role. Roles based outside of our Denver office can sit in any of the following 32 states: AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, MA, MD, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI and Washington D.C. State locations and specifics are subject to change as our hiring requirements shift.