Book of the Month
Customer Support Team Lead
Summary
Book of the Month is hiring a Customer Support Team Lead to help manage a high-performing member support team and ensure exceptional service quality. The role blends frontline support execution with operational problem-solving, including escalations, process improvements, and stakeholder reporting.
What you'll do
Manage day-to-day lead responsibilities for 10–12 agents, including approving exceptions, editing responses, managing queue assignments, and identifying training/knowledge gaps.
Act as an escalation point for member issues and determine which concerns should be raised to internal Book of the Month team members.
Maintain, update, and improve the agent knowledge base by creating new articles for launches and releases in support of the Customer Service Manager.
Communicate key information to stakeholders through 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.
Requirements
1–5 years of experience in a Customer Service agent role.
Previous experience managing agents (preferred).
Strong time management and organizational skills.
Ability to de-escalate and handle challenging situations.
Proactive and resourceful; able to juggle multiple projects and prioritize urgent vs. important tasks.
Strong written communication skills with high attention to detail for formatting and accuracy.
Curious and analytical mindset with a focus on getting to root causes.
Ability to communicate effectively with stakeholders outside customer service.
Interest in commercial fiction and/or ecommerce.
Zendesk experience (preferred).
Conditions
Salary range: $66,300–$75,000 per year (approximately $5,525–$6,250 per month).