Student Operations Specialist (Remote) at Guild Education

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This is a remote role, which can sit in any of the following 24 states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, KS, MA, MD, MI, MN, NC, NJ, NY, OR, PA, TN, TX, VA, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above.

Guild is hiring for Student Operations Specialists to support our Student Operations teams. In particular, we are looking for individuals who have attention to detail, a strong work ethic, and the knack to identify areas for process improvement. The ability to communicate and effectively work cross-functionally with the team and leadership is also critical to being successful.

We have a few teams within our Student Operations Department:

As a Student Operations Specialist, Onboarding, you will: 

  • Communicate with students through Phone, Text, and Email 
  • Help students with accepted applications maintain momentum and overcome barriers during the enrollment process of their chosen university. You will do this via phone, text, and email outreach.
  • Assist students through an onboarding checklist of essential tasks such as collecting their transcripts and letters of recommendations, submitting materials, etc.
  • Manage a student caseload of approximately 50 new students per week, ensuring that they are aware of their next steps.

As a Student Operations Specialist, Support, you will:

  • Communicate with students through live chat, email, and incoming phone support. (Phone support coming in Summer of 2021)
  • Support students and internal teams who submit support tickets via email and Zendesk and utilize chat to resolve their issues and connect them to the correct next steps.
  • Use various tools like ZenDesk (tickets and chat), Salesforce, and Looker to better engage with our students.

As a Student Operations Specialist, Application Review and Transcripts (“ART”), you will:

  • Support students and student-facing teams in a role primarily focused on reviewing students' applications for eligibility (program and employee), completeness (documents and self-reported information), and qualification within the Service Level Agreement (SLA) timeline of the employer or academic provider. 
  • Order transcripts on behalf of students, tracking takeaways to help improve the efficiency and overall success of this service.
  • Be a subject matter expert (“SME”) in academic partners you will primarily work with, ensuring students are processed accurately, while also staying familiar with the schools you do not “own” in order to better support your teammates.

You are a strong fit for these roles if you have:

Required Competencies

  • Strong attention to detail and organization
  • Excellent written and verbal communication skills
  • 0-3 years experience in a customer service or operations role
  • Ability to develop strong relationships and communicate effectively while under pressure - balancing confidence, humility, and diplomacy internally and externally
  • Ability to use data to support operational opportunities
  • Positive attitude while navigating a changing and ambiguous environment
  • Drive to meet both internal and external deadlines, including partner specific Service Level Agreements
  • Ability to synthesize and explain complex information in an easy to understand manner

Preferred Competencies

  • Familiarity with tools such as Salesforce, Zendesk, and Looker
  • Experience with writing Standard Operating Procedures and strong documentation skills

About Guild:

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. 

We are one of the few female-led companies to hit a $1 billion valuation and the only Certified B Corporation with those qualifications.  Our Series D financing round was led by Ken Chenault, General Catalyst Partners chairman and former CEO of AMEX, and joined by Emerson Collective, LeadEdge Capital, and Iconiq. 

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Additionally, we feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for these roles are market competitive, including a base salary between $45,000-$46,350, as well as company stock options. 

  • 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 your future
  • 3 weeks of vacation in your first year and an open vacation policy after year 1 to help you recharge
  • 8 days of fully-paid sick leave, so that you can take the time to heal and or recover 
  • Family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
  • Well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • Education benefits and tuition assistance to help your future development and growth
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Technology we use

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Location

Our downtown Denver office is easily accessible via public transportation, with plenty of restaurants in the surrounding area.

An Insider's view of Guild Education

What’s the vibe like in the office?

We're fast-paced and got a little bit of a startup vibe, so there's always plenty to learn from and grow!People are collaborative and ready to bring their knowledge, experience, and ideas to the table to make sure we're doing right by each other and our students.As hard-working as everyone is, you can also be rest assured we also love to celebrate!

Kendry

Bilingual Student Success Advisor

How do you collaborate with other teams in the company?

We're incredibly cross functional and believe heavily in developing and cultivating strong relationships not only with our external partners, but internally across and within departments as well. One of my favorite traditions is that each new hire at Guild is given a coffee card when they start to encourage them to grab coffee with others and get t

Annie

Partner Marketing, Employer Success

How has your career grown since starting at the company?

Since my humble beginning as a Guild Intern, I have had opportunities afforded to me that stretch me in ways that align with my values and push me to be a little uncomfortable while still having welcome support. I’m now in a position where I get to learn first-hand from experts that I don’t believe I was qualified for before working at Guild.

Paco

Senior Associate of University Operations

What kinds of technical challenges do you and your team face?

My team works on ensuring that new users can find what they need and engage with our platform easily. Many of the technical challenges we face involve scaling the early-stage version of Guild’s app into something more flexible for our next growth phase. We deal with the difficult (but fascinating!) tradeoffs of these decisions every day.

April

Software Engineer

What are Guild Education Perks + Benefits

Guild Education Benefits Overview

At Guild, we’re expanding opportunity for America’s workforce, and we’re committed to doing the same for our own employees by supporting them professionally and personally. Guild offers benefits and perks to support all employees and their families. From $0 medical premiums to a flexible parental leave policy to tuition assistance to company equity for all employees, we have something for everyone at Guild.

Culture
Volunteer in local community
Guild has a yearly "Guild Gives Back" day, where we provide organized volunteer opportunities to all our employees as well as a "12 Days of Giving" around the holidays!
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Guild has a highly diverse management team, with nearly 75% of employees reporting to female leadership.
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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