Lead day-to-day activities for a 10–12 agent member support team: approve exceptions, handle escalations, maintain knowledge base and SOPs, run root-cause analyses, produce reports, propose data-backed process improvements, and support dispute resolution.
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
Book of the Month New York, New York, USA Office
34 West 27th Street, 10th FL, New York, NY, United States, 10001
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