Remote Customer Experience Lead — 10-12 Agent Team

Book of the Month; Florida; À distance; USD 67 000 - 75 000; Plein temps

Résumé du poste

Book of the Month is seeking a Customer Experience Associate to support a team of high performing customer service agents delivering exceptional service to our members. This role blends frontline work with operational problem-solving, handling sensitive escalations with care, and identifying process improvements.

Remote and in-person options available for US residents, with some state restrictions. The position emphasizes data analysis, knowledge base updates, and effective communication with

Qualifications

• 1–3 years of experience in a Customer Service role 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 and priorities.
• Strong written communication with high attention to detail in formatting and accuracy.
• Curious mindset and passion for root-cause analysis.
• Ability to communicate with stakeholders outside of customer service.
• Ability to conduct data analysis and synthesize information.
• Interest in commercial fiction and/or ecommerce.
• Experience creating decks and memos is a plus.
• Experience with Zendesk is a plus.
• Previous management experience of agents is a plus.

Responsabilités

• 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.

Connaissances

Customer service

Escalations

Data analysis

Stakeholder comms

Time management

Organization

Written comms

Root cause analysis

Prioritization

Leadership

Outils

Zendesk

Description du poste

Book of the Month is seeking a Customer Experience Associate to support a team of high performing customer service agents delivering exceptional service to our members. This role blends frontline work with operational problem-solving, handling sensitive escalations with care, and identifying process improvements.

Remote and in-person options available for US residents, with some state restrictions. The position emphasizes data analysis, knowledge base updates, and effective communication with