Customer Experience Associate (Member Support Team Lead)

About the role

Book of the Month is looking for a Customer Experience Associate to lead a small team of member‑support agents. In this hybrid role you will combine hands‑on assistance with operational problem‑solving to ensure members receive exceptional service.

Key responsibilities

• Manage day‑to‑day tasks for 10‑12 agents, including queue assignments, response editing, and exception approvals.
• Act as the primary escalation point for member issues and determine when to involve senior stakeholders.
• Maintain and expand the agent knowledge base with new articles for product launches and releases.
• Produce daily, weekly, and monthly reports for internal stakeholders, highlighting trends and performance metrics.
• Oversee dispute resolution, uphold SOPs, and regularly report findings.
• Conduct root‑cause analyses on member‑reported bugs and propose data‑driven process improvements.

Required profile

• 1‑3 years of experience in a customer service or related role.
• Strong time‑management, organizational, and written communication skills.
• Ability to handle challenging situations, prioritize tasks, and work proactively across multiple projects.
• Curious mindset with a passion for identifying and solving underlying issues.
• Comfort communicating with stakeholders outside of customer service.

Required skills

• Experience with Zendesk (preferred).

What we offer

• Competitive salary range $67,000‑$75,000.
• Opportunity to shape member experience in a fast‑growing ecommerce/book subscription business.
• Collaborative and supportive team environment.