Member Support Specialist II
GuildWorkforce Development company
United StatesMid
Bessemer Venture Partners
General Catalyst
Felicis Ventures
Redpoint Ventures
Iconiq Capital
Oprah Winfrey
Operations & Strategy
About the role
TL;DR
Assist members with inquiries and resolve barriers across support channels.
- •Guild is hiring a Member Support Specialist II.
- •This role involves directly assisting members with inquiries and resolving barriers across various support channels, requiring strong attention to detail and adaptability in a high-volume environment.
- •Key Responsibilities Respond to complex member inquiries regarding benefits, policies, and technical issues.
- •Act as a mentor for new Member Support Specialists, guiding their onboarding and skill development.
- •Collaborate with leadership and cross-functional teams to support new partner launches and address post-launch issues.
- •Gather and synthesize team feedback to contribute to change management discussions.
- •Represent the voice of the customer in additional projects and initiatives.
- •Requirements Excellent written and verbal communication skills.
- •Strong attention to detail and organization.
- •Ability to consistently meet performance expectations in a fast-paced, high-volume environment.
- •Experience mentoring peers and supporting teammate onboarding and growth. 2-4 years of customer service experience, ideally in a high-volume and remote call center environment.
Required skills
SalesforceLooker
Domain expertise
edtech
Benefits & perks
Stock options, Access to low-cost, high-quality health care options, 401k, Vacation policy, 8 days of fully-paid sick leave, Parental leave, Short-term and long-term disability, Life insurance, Fertility and caregiving benefits, Wellness benefits, Mental health resources, Financial wellbeing support services, Education benefits and tuition assistance
Tech stack
SalesforceLooker