Member Support Specialist II

Member Support Specialist II Remote Guild is hiring a Member Support Specialist II. 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. As Member Support Specialist II, you will: - Respond to complex inquiries: 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. - Own the role: 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. - Collaborate cross-functionally: Work closely with leadership and cross-functional teams to support new partner launches, communicate launch details, and address post-launch issues. - Facilitate feedback and change management: Gather and synthesize feedback from the team to with leadership, contributing to change management discussions and ensuring smooth transitions. - Mentor and develop new specialists: Act as a mentor for new Member Support Specialists, guiding them through onboarding and skill development as a key resource for their growth. - Represent the voice of the customer: Engage in additional projects and initiatives that respond to evolving business needs, representing the voice of the customer. - Adhere to best practices and utilize key tools: 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. You are a strong fit for this role if you have: - 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. We are committed to equal pay for equal work and believe in compensation transparency. All pay rates are standardized nationwide and will not vary by region. This role offers a competitive total compensation package, including an hourly rate of $32.19 per hour and stock options. Posting Date: July 31, 2026 *This role will stay open for a minimum of 3 days. About Guild Guild partners with the country’s most innovative employers, including Chipotle, Target, Walgreens, JPMorgan Chase, Hilton, Spectrum, PepsiCo, Tyson, and more, to build the talent needed for today and a resilient workforce for tomorrow. Guild helps employers identify, develop, and mobilize internal talent, enabling workers to gain skills for in-demand roles and companies to stay agile. By connecting emplo