Book of the Month ยท 1 day ago
Customer Service Team Lead
New York, NY
Full-time
Onsite
Entry, Mid Level
$65K/yr - $70K/yr
1+ years expBook of the Month is seeking a Customer Service Team Lead to work within our high performing customer service team delivering exceptional service while driving operational excellence. This role combines frontline execution with operational problem-solving, assisting agents in resolving member inquiries and identifying process improvements.
E-CommerceMedia and EntertainmentSubscription Service
Responsibilities
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
Effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports
Oversee dispute resolution by maintaining SOPs, assigning agents, and regularly reporting findings and results
Support the Product and Engineering teams by conducting root cause analyses on member-reported bugs
Qualification
Required
1+ years of experience in a Customer Service agent role, previous experience as a Customer Service Lead is a plus
Excellent ability to de-escalate and deal with challenging situations
Experience in managing staff depending on volume and business needs
Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks
Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy
Curious-minded and passionate about getting to the root of issues
Excellent time management and organizational skills
Grit and perseverance in the face of challenges
Strong communication skills with stakeholders outside of customer service positions
Interested in commercial fiction and/or ecommerce
Preferred
Guru, Zendesk, and Talkdesk experience are a plus
Company
Book of the Month
Relaunched in 2015, Book of the Month is a curated eCommerce service for fiction readers with a primary audience of millennial women.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
B
Blake Orlandi
Chief Executive Officer
J
John Lippman
Executive Chairman
Recent News
2024-04-10
Company data provided by crunchbase