Job Description

Book of the Month is seeking a Customer Service Team Lead to work within our high performing customer service team delivering exceptional service while driving operational excellence. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, handle sensitive issues 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, assigning agents, and regularly reporting findings and results.
• Support the Product and Engineering teams by conducting root cause analyses on member-reported bugs.

About you… 

• 1+ years of experience in a Customer Service agent role, previous experience as a Customer Service Lead is a plus. 
• Excellent ability to de-escalate and deal with challenging situations. 
• Experience in managing staff depending on volume and business needs.
• 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.
• Excellent time management and organizational skills. 
• Grit and perseverance in the face of challenges.
• Strong communication skills with stakeholders outside of customer service positions.
• Interested in commercial fiction and/or ecommerce.
• Guru, Zendesk, and Talkdesk experience are a plus.

Salary Range: $66,300 - $70,000

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