Customer Experience Team Lead - Remote

Book of the Month; New York (NY); On-site; USD 67,000 - 75,000; Full time

Job summary

Book of the Month is seeking a Customer Experience Associate to manage a team of 10–12 agents and deliver exceptional service to members. The role blends frontline execution with operational problem-solving and involves handling sensitive escalations with care.

You will analyze inquiries, maintain the knowledge base, and prepare daily, weekly, and monthly reports for stakeholders. Remote or in-person options exist for NY, PA, FL, or TX residents.

Qualifications

• 1–3 years of experience in a customer service or adjacent role.
• Excellent time management and organizational skills.
• Strong written communication with high attention to detail.
• Ability to conduct data analysis and synthesize information.
• Experience with Zendesk is a plus.
• Experience managing agents is a plus.

Responsibilities

• Manage day-to-day lead tasks for 10–12 agents including approvals, edits, queue assignments, and training gaps.
• Serve as an escalation point for member issues and triage concerns for BOTM team members.
• Support the Customer Service Manager by updating and expanding the agent knowledge base.
• Conduct in-depth analysis and share key findings in daily, weekly, and monthly reports.
• Oversee dispute resolution by maintaining SOPs and reporting results.
• Conduct root cause analyses on member-reported bugs and suggest improvements.
• Propose process changes backed by data.

Skills

Customer service

Data analysis

Communication

Team coordination

Problem solving

Zendesk usage

Tools

Zendesk

Job description

Book of the Month is seeking a Customer Experience Associate to manage a team of 10–12 agents and deliver exceptional service to members. The role blends frontline execution with operational problem-solving and involves handling sensitive escalations with care.

You will analyze inquiries, maintain the knowledge base, and prepare daily, weekly, and monthly reports for stakeholders. Remote or in-person options exist for NY, PA, FL, or TX residents.