Customer Experience Lead - Remote & Process Optimizer

Book of the Month; Clifton (TX); Remote; USD 67,000 - 75,000; Full time

Job summary

Book of the Month is seeking a Customer Experience Associate to help manage a team of high performing customer service agents focused on delivering exceptional service to our members. This role blends frontline work with operational problem-solving and warrants remote or in-person work for US residents, with specific state eligibility.

You will assist agents with inquiries, handle sensitive escalations with care, identify improvements, and ensure service reflects our commitment to connecting

Qualifications

• 1–3 years of experience in a Customer Service agent or adjacent role.
• Excellent time management and organizational skills.
• Strong written communication with high attention to detail.
• Ability to analyze data and synthesize information.
• Experience handling escalations and coordinating with stakeholders.

Responsibilities

• Manage day-to-day lead tasks for 10-12 agents, approve exceptions and manage queues.
• Serve as escalation point and determine which concerns reach BOTM team.
• Update and improve the agent knowledge base for launches and releases.
• Analyze data and communicate key information in regular reports.
• Oversee dispute resolution by maintaining SOPs and reporting findings.
• Conduct root cause analyses on member-reported issues.
• Propose data-backed process changes.

Skills

Customer service

Data analysis

Zendesk

Communication

Time management

Stakeholder communication

Tools

Zendesk

Job description

Book of the Month is seeking a Customer Experience Associate to help manage a team of high performing customer service agents focused on delivering exceptional service to our members. This role blends frontline work with operational problem-solving and warrants remote or in-person work for US residents, with specific state eligibility.

You will assist agents with inquiries, handle sensitive escalations with care, identify improvements, and ensure service reflects our commitment to connecting