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Member Services Assistant Manager

Book of the Month provides readers with a unique subscription e-Commerce experience that helps them discover and buy new books they love each month. Our member services team plays the critical role of ensuring that we deliver a high-quality experience to our members each month. 

We are looking for a Member Services Assistant Manager with customer service experience and an interest in learning how to deliver a great eCommerce experience. This position will assist with day to day management of the team’s workflow, provide direct customer service throughout the day, and help build out the systems that support the team. The successful candidate possesses a unique combination of skills, including equal parts empathetic, hands-on service provider, and analytical, process-focused operator.

About The Role:

  • Direct the team to most pressing demands to hit target response times while providing a motivating and positive work environment.
  • Serve as backup to Lead Agents in answering agent questions and de-escalating difficult emails and calls.
  • Perform weekly Quality Assessments on email and phone interactions [and deliver feedback and coaching] to maintain superior level of customer service across all agents. 
  • Assist in building and maintaining Standard Operating Procedures and Agent Guide for the team.
  • Train agents weekly or as needed on updated policies, promotional offers, and products.
  • Support the team as needed by actively participating in delivering amazing member support via phone and email on a regular basis, especially during busy periods.

About You:

  • Ability to multitask and prioritize under time constraints.
  • Passionate about service driven businesses and interested in building a career in a service oriented role/organization. 
  • Continuous improvement mindset that is always searching for opportunities to refine processes.
  • An empathetic attitude with the ability to see all viewpoints.
  • Experience or interest in building a career in eCommerce.

Qualifications:

  • At least 1-2 years of experience in customer service in a lead, assistant manager, or manager role.
  • Experience with and/or interest in e-commerce.
  • Experience with Zendesk and Talkdesk is a plus.
  • Experience with Braintree or other payment processing systems is a plus.
  • Live in the New York City area and can commute to the office regularly.
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