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Salary: USD 67,000 - 67,000 / annual
Guild Education is seeking a Member Support Specialist II to provide high-quality support to learners across multiple channels (phone, chat, case management). This role handles complex inquiries regarding benefits, employer policies, program options, and technical issues, requiring strong attention to detail and excellent communication skills.
Key responsibilities include responding to complex member inquiries with timely and accurate resolutions, operating as an owner of performance metrics and role expectations, and collaborating cross-functionally with leadership and teams to support partner launches and address post-launch issues. The role involves mentoring and developing new Member Support Specialists, gathering and synthesizing team feedback for leadership, and representing the customer voice in business initiatives.
You will use tools such as Salesforce, Guru, and Looker to enhance member engagement and maintain consistency through established processes and best practices. The ideal candidate demonstrates early leadership potential, thrives in high-volume and fast-paced environments, and can navigate ambiguous, changing situations while meeting internal and external deadlines.
Required qualifications include 2-4 years of customer service experience (ideally in high-volume remote call center environments), excellent written and verbal communication skills, strong organizational abilities, and experience mentoring peers. Preferred qualifications include familiarity with case management and support tools, and experience using AI tools with good judgment about when to verify outputs.
Guild partners with major employers including Chipotle, Target, Walgreens, JPMorgan Chase, Hilton, and others to develop internal talent and build resilient workforces through learning, coaching, and career support.
