[Remote] Customer Service Team Lead
Note: The job is a remote job and is open to candidates in USA. Book 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.
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
Skills
- 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
- Guru, Zendesk, and Talkdesk experience are a plus
Company Overview