Member Support Specialist II

About the Role and Company Culture

Guild is seeking a Member Support Specialist II to engage directly with members, addressing their questions and resolving obstacles across multiple communication channels such as chat, phone, and case management systems. Operating in a fast-paced, evolving environment, this position demands acute attention to detail, strong work ethic, and effective collaboration. Guild fosters a high-performance culture driven by consistent managerial expectations to support employee satisfaction and growth.

Core Responsibilities

• Address complex member inquiries related to benefits, employer policies, program options, and technical issues promptly and accurately via phone, chat, or case systems.
• Demonstrate emerging leadership qualities by becoming a trusted resource among peers for guidance and assistance despite this not being a formal leadership position.
• Take full ownership of individual performance metrics and role expectations, striving to meet or surpass Guild's core competencies.
• Work cross-functionally with leadership and teams to facilitate new partner launches and manage post-launch challenges.
• Collect and synthesize team feedback to support leadership decision-making and smooth change management processes.
• Mentor new Member Support Specialists to facilitate their onboarding and professional development.
• Participate in projects representing the customer's perspective and support adaptability to evolving business needs.
• Adhere to prescribed best practices and utilize tools including Salesforce, Guru, and Looker to enhance member engagement and service quality.

Candidate Qualifications

• Exceptional written and verbal communication skills capable of simplifying complex information.
• Outstanding attention to detail and organizational abilities.
• Proven track record of meeting performance targets consistently in high-volume, fast-paced environments, including compliance with specific partner SLAs.
• Experience mentoring colleagues and aiding in onboarding and growth initiatives.
• Adaptability to navigate ambiguity and changing requirements while meeting deadlines.
• Between 2 to 4 years of customer service experience, preferably within remote, high-volume call centers.

Preferred Experience and Competencies

• Familiarity with case management and support tools such as Salesforce, Guru, or Looker.
• Experience leveraging AI technologies prudently to support work outputs.

Compensation & Benefits

The role offers a competitive hourly wage of $32.19 per hour and includes stock options. Guild standardizes pay nationally without regional variance and promotes equal pay for equal work. Benefits include access to affordable, high-quality healthcare plans (noting Kaiser coverage limited to CA & CO), a 401(k) retirement plan, paid vacation and sick leave, family-friendly perks such as generous parental leave and employer-paid disability insurance, wellness resources, and tuition assistance for professional growth.

Additional Information

This fully remote position allows work from designated states across the US. Guild is an equal opportunity employer committed to inclusivity and accommodations. The hiring process includes submission of personal information through third-party service providers consistent with Guild's privacy policies.