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.

Apply for this position

Required*

Apply with Indeed

First Name*

Last Name*

Email Address*

Phone*

Address

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Cover Letter*

LinkedIn Profile URL:*

How did you hear about this position?*

What is your familiarity with Book of the Month?*

Please draft an email response to the following Member Services request.

"Hi! My new box came but I received The Four Winds instead of The Survivors. :( Can you help me with this? Thanks, Caroline"*

After answering the above email an agent reaches out to let you know they have answered 5 wrong box emails in the last 15 minutes. What steps do you take next to investigate? What do you look for?*

On average, a customer service agent you manage can complete 115 tickets in an 8 hour shift. You estimate that you will receive 265 tickets on Monday, Tuesday you will receive 459 tickets, and Wednesday you will get 845 tickets.

a) On average, how many tickets can an agent complete in an hour?

b) How many agent hours should you schedule for each day? Please show your work.*

Do you live in NYC or within commuting distance?*

Submit Application