Customer Experience Lead - Ops & Escalations (Remote)

Book of the Month

Lorida (FL)

Hybrid

USD 67,000 - 75,000

Full time

7 days ago

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Job summary

Book of the Month is seeking a Customer Experience Associate to oversee a team of 10–12 agents, balancing frontline execution with problem-solving. You’ll analyze member inquiries, handle escalations with care, and drive improvements to keep service aligned with BOTM’s mission.

Remote and in-person options are available; remote candidates must reside in NY, PA, FL, or TX. You will partner with the Customer Service Manager to maintain the knowledge base, prepare regular reports, and support BPMs

Qualifications

1–3 years of experience in a customer service role.
Strong time management and organizational skills.
Excellent written communication and attention to detail.
Ability to analyze data and communicate findings.
Experience communicating with stakeholders outside customer service.
Interest in ecommerce and commercial fiction is a plus.

Responsibilities

Manage day-to-day lead tasks for 10–12 agents including queue assignments and training gaps.
Serve as escalation point for member issues and triage concerns to BOTM team.
Maintain and improve the agent knowledge base for launches and releases.
Prepare and present daily, weekly, and monthly performance reports.
Oversee dispute resolution by updating SOPs and reporting findings.
Conduct root cause analyses on member-reported issues and errors.
Propose data-backed process improvements.