Book of the Month is seeking a Member Support Team Lead to help manage our team of high performing customer service agents whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, be trained on handling sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month’s commitment to connecting readers with the best new books.
 
What you will do…

+ 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 ...