Customer Support Team Lead

Book of the Month is hiring a Customer Support Team Lead to help manage a high-performing customer service team delivering exceptional service to members. The role blends frontline support with operational problem-solving to improve processes, handle escalations, and ensure service quality.

• Manage day-to-day lead tasks for 10-12 agents, including approving exceptions, editing responses, managing queue assignments, and identifying training/knowledge gaps.
• Serve 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 with new articles for launches and releases.
• 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.

• 1-5 years of experience in a customer service agent role.
• Previous management experience of agents (preferred).
• Excellent time management and organizational skills.
• Strong 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 passionate about getting to the root of issues.
• Ability to communicate effectively with stakeholders outside of customer service.
• Interest in commercial fiction and/or ecommerce.
• Experience with Zendesk (preferred).

• Salary range: $66,300-$75,000 per year.