Book of the Month is seeking a Customer Support Team Lead to help manage our high performing customer service team whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, handle sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month’s commitment to connecting readers with the best new books.

What you will do…

• Manage day-to-day lead tasks for 10-12 agents including approving exceptions, editing responses, managing queue assignments, and noting gaps in training and knowledge.
• Serve as an escalation point to agents regarding member issues, and determine which concerns should be raised to BOTM team members.
• Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases.
• Effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports.
• Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results.
• Conduct root cause analyses on member-reported bugs.

About you… 

• 1-5 years of experience in a Customer Service agent role required.
• Previous management experience of agents is a plus. 
• Excellent time management and organizational skills. 
• Excellent ability to de-escalate and deal with challenging situations. 
• Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks. 
• Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy.
• Curious-minded and passionate about getting to the root of issues.
• Ability to effectively communicate with stakeholders outside of customer service.
• Interested in commercial fiction and/or ecommerce.
•  Experience with Zendesk is a plus.