CX Operations Lead – Escalations & Insights (Remote-OK)

Book of the Month; Texas; A distancia; USD 67.000 - 75.000; Jornada completa

Descripción de la vacante

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. The role blends frontline execution with operational problem-solving and process improvements, including handling sensitive escalations with care.

Remote candidates must reside in NY, PA, FL, or TX. You will support the Customer Service Manager, create informative reports, and contribute to maintaining a top-tier

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Time management

Written communication

Data analysis

Herramientas

Zendesk

Descripción del empleo

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. The role blends frontline execution with operational problem-solving and process improvements, including handling sensitive escalations with care.

Remote candidates must reside in NY, PA, FL, or TX. You will support the Customer Service Manager, create informative reports, and contribute to maintaining a top-tier