Member Support Team Lead (Customer Experience)

About the role

Book of the Month is looking for a Member Support Team Lead to guide a high‑performing group of customer service agents. You will combine hands‑on support with operational problem‑solving to ensure members receive exceptional service.

Key responsibilities

• Manage day‑to‑day tasks for 10‑12 agents, including approving exceptions, editing responses, and assigning queues.
• 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 performance reports for internal stakeholders.
• Oversee dispute resolution, maintain SOPs, and 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.
• Excellent time‑management, organizational, and written communication skills.
• Proactive, resourceful, and able to handle challenging situations.
• Strong analytical mindset with the ability to synthesize data.
• Interest in commercial fiction, ecommerce, and stakeholder communication.

Required skills

• Zendesk (preferred)

What we offer

• Competitive salary range of $67,000‑$75,000.
• Opportunity to shape customer experience for a fast‑growing subscription service.