Customer Experience Ops Lead — Remote or Onsite

Book of the Month

Elm (PA)

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 support a team of high-performing customer service agents delivering exceptional service to members. The role blends frontline execution with operational problem-solving, assisting agents with inquiries, handling escalations, and driving process improvements.

Remote or in-person options are available; remote candidates must reside in NY, PA, FL, or TX.

Qualifications

~1-3 years of experience in a Customer Service agent or adjacent role.
Excellent time management and organizational skills.
Excellent ability to deal with challenging situations.
Proactive and resourceful with the ability to juggle multiple projects.

Responsibilities

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.