Member Support Specialist II

📋 Description

• Respond to complex inquiries from learners via phone, chat, or cases.
• Collaborate cross-functionally on launches and post-launch issues.
• Own performance metrics and meet or exceed role expectations.
• Mentor new specialists and support onboarding and skill development.
• Represent the voice of the customer in projects and initiatives.
• Use Salesforce, Guru, and Looker to engage members and learners.

🎯 Requirements

• Excellent written and verbal communication.
• Strong attention to detail and organization.
• 2-4 years of customer service in high-volume remote settings.
• Experience mentoring peers and onboarding teammates.
• Familiarity with case management, chat, or phone support tools (Salesforce, Guru, Looker).
• Experience using AI tools to support work and know when to double-check output.

🎁 Benefits

• Health care options through Collective Health and Kaiser.
• 401k retirement plan.
• Vacation policy to rest and recharge.
• 8 days of fully-paid sick leave.
• Parental leave and family-friendly benefits.
• Tuition assistance and education benefits.