Book of the Month

Customer Experience Associate

Product - New York, NY - Full Time

Book of the Month is seeking a Member Support Team Lead to help manage our team of high performing customer service agents 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, be trained on handling 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.
  • Conduct in depth analysis and 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.
  • Propose process changes backed up by data.
 

About you… 

  • 1-3 years of experience in a Customer Service agent or adjacent role required.
  • Excellent time management and organizational skills. 
  • Excellent ability to 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.
  • Ability to conduct data analysis and synthesize information. 
  • Interested in commercial fiction and/or ecommerce.
  • Experience creating decks and memos is a plus.
  • Experience with Zendesk is a plus.
  • Previous management experience of agents is a plus.
Salary Range: $67,000 - $75,000
Apply: Customer Experience Associate
* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
LinkedInLinkedIn profile URL:*
Do you currently live in or adjacent to New York City?*
Are you open to coming into our New York City office 2 days/week?*
How did you hear about this job?*
What is your familiarity with Book of the Month?*
When you think about your aspirations for your next position, what does that look like in terms of work/life balance and career growth? Indicate your aspirations on a scale of 1 to 10 in which 1 is "work/life balance is super important" and 10 is "career growth is super important".*
When you think about what type of workplace environment you most enjoy, do you prefer consistency or dynamic change? Indicate your preference on a scale of 1 to 10 in which 1 is "consistency" and 10 is "dynamic change".*
What are the top 3 things you want to get out of your career in the next 2-3 years?*
Please check all systems you have experience with
Carefully read our careers page. Which parts of our culture do you think are most aligned with how you like to work, and which are least aligned with how you like to work?*
Will you now or in the future require sponsorship to work in the US? (This includes work authorization that expires in the next 2-3 years.)*
Human Check*