Guild Education
For other positions, some roles may be based outside of our Denver office (as stated in the Job Title). Roles based outside of our Denver office can sit in any of the following 27 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.
At Guild, we uphold our Core Values in everything we do. Our team emphasizes our Core Values in the following ways:
- Nurture A Learner’s Mindset – using a combination of feedback and reflection to gain productive insight into personal strengths and development areas
- Build Shared Success – building partnerships and working collaboratively with others to meet shared objectives
- Be an Owner – holding self and others accountable to meet commitments
- Create Belonging – recognizing the value that different perspectives and cultures bring to our company
Guild Education is hiring Member Support Specialists (I) to be a part of our Member Operations team. In particular, we are looking for individuals who have strong attention to detail, a good work ethic, and the ability to be flexible in a constantly evolving environment. The ability to communicate and effectively work cross-functionally with the team and leadership is also critical to being successful!
Please Note: This is a full-time remote opportunity. 5-day workweek which may include weekends, typical 8hrs per day / 40hrs per week role with eligibility for overtime. This role is seeking specialist support during the 10:30 am – 7:00 pm MST shift, primarily via chat and service tickets.
As Member Support, you will:
- Respond to inbound learner questions about their benefit, employer’s policy, program options, and technical issues via inbound ticket, phone, or chat
- Maintain minimum service level standards including time to first response, customer satisfaction and compliance via tickets, chat or phone for various employer partners
- Diagnose, prioritize, and advance unique learner issues for continued support in a timely manner
- Adhere to and implement any existing processes, best practices and measurements of success
- Support various employer and academic launches while maintaining existing partnership expectations
- Use various tools like ZenDesk, Salesforce, Guru, and Looker to better engage with our members and learners
You are a strong fit for these roles if you have:
Required Competencies
- Strong attention to detail and organization
- Excellent written and/or verbal communication skills
- 0-2 years experience in a customer service or operations role
- Ability to develop positive relationships and communicate effectively while under pressure
- Ability to understand the importance of data and metrics within your role
- Positive demeanor while navigating a changing and ambiguous environment
- Aim to meet both internal and external deadlines, including partner specific Service Level Agreements
- Ability to synthesize and explain sophisticated information in an easy to understand manner
Preferred Competencies
- Familiarity with using multiple CRM tools (such as Zendesk, Salesforce, etc.)
- Familiarity with using synchronous communication tools (Five9, Service Cloud Voice, Zendesk Chat, etc)
We feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including an hourly rate of $25.00 – $26.50 ($52,000/yr – $55,120/yr), as well as company stock options.
This is considered a Covered Role under the Department of Education’s Ban on Incentive Compensation. Your compensation will not be established or changed, directly or indirectly, based on your success in enrolling students or the management of those activities by those who report to you.
Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion.
Guild is a female-led, Certified B Corporation – and with a valuation of $4.4 billion is one of the highest-valued, privately held education companies in the world, and the only one led by a woman. Guild’s investors include Ken Chenault, General Catalyst Partners, chairman and former CEO of American Express, Emerson, and Iconiq.
Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. We currently offer the following benefits:
- Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
- Access to a 401k to help save for the future
- Open vacation policy for employees 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; 4-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
Guild requires COVID-19 vaccines for all employees and guests attending Guild events or entering Guild offices. As of February 1, 2022, we will be expanding our in-person vaccination requirement to include booster shots. We will be using both Clear’s Digital Vaccine Card and state-sponsored vaccine passports to verify proof of vaccine. Accommodations or exceptions can be requested for medical or religious reasons.
PRIVACY NOTICE
I understand that I am applying for employment with Guild Education and am being asked to provide information in connection with my application. I further understand that Guild gathers this information through a third-party service provider and that Guild may also use other service providers to assist in the application process. Guild may share my information with such third-party service providers in connection with my application and for the start of employment. Guild will treat my information in accordance with Guild’s Privacy Policy.
I have reviewed and agree to Guild’s Privacy Policy as well as the privacy policies of the third-party service providers used by Guild associated with the application process.