Customer Experience Operations Lead (Remote)

Book of the Month; Pennsylvania; Remote; USD 67,000 - 75,000; Full time

Job summary

Book of the Month is seeking a Customer Experience Associate to support a team of high-performing customer service agents focused on delivering exceptional service to our members. This role blends frontline execution with operational problem-solving.

You will assist agents with inquiries, handle sensitive escalations, and help ensure our service reflects the company's commitment to connecting readers with top new books.

Qualifications

• 1–3 years in a Customer Service role.
• Strong time management and organization.
• Excellent written and verbal communication.
• Ability to analyze data and identify root causes.
• Decks and memos creation is a plus.
• Zendesk experience is a plus.
• Experience managing agents is a plus.

Responsibilities

• Manage day-to-day lead tasks for 10–12 agents, including approvals and queue management.
• Escalate member issues and determine which concerns reach BOTM team members.
• Support the Customer Service Manager by updating the agent knowledge base.
• Prepare daily, weekly, and monthly reports to communicate key insights to stakeholders.
• Oversee dispute resolution by maintaining SOPs and reporting results.
• Conduct root-cause analyses on member-reported bugs.
• Propose process changes backed by data.

Skills

Customer service

Time management

Organizational skills

Written communication

Data analysis

Root cause analysis

Stakeholder communication

Multitasking

Ecommerce

Zendesk

Tools

Zendesk

Job description

Book of the Month is seeking a Customer Experience Associate to support a team of high-performing customer service agents focused on delivering exceptional service to our members. This role blends frontline execution with operational problem-solving.

You will assist agents with inquiries, handle sensitive escalations, and help ensure our service reflects the company's commitment to connecting readers with top new books.