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Assistant Manager, Member Services

At Book of the Month, we aim to deliver an experience that our members LOVE.  Being “liked” simply isn’t good enough. Our Member Services team plays a critically important role in delivering this experience. They communicate directly with our members by phone, email, and chat and help them in all sorts of ways. This includes helping them choose which books to read and providing over the top solutions to any unexpected problems they experience with their membership. The team also plays an key role in providing our product, marketing, and editorial teams with feedback from our members.  If you love books and readers, have great verbal and written communication skills, and are passionate about service oriented businesses – this is the gig for you!

About You:

  • You love books! You’re a passionate reader, and enjoy chatting up other readers.
  • You have a service oriented personality. You love helping others -- it’s just part of who you are.
  • You think on your feet, learn quickly, and enjoy finding creative ways to solve problems.
  • You have excellent verbal and written communication skills – including excellent grammar skills.
  • You like shopping online and are a skilled technological multi-tasker.
  • You’re extremely positive and proactive, with great energy and a “no task too small” attitude.​

What You’ll Do:

  • Assist in the day-to-day management of a team of member services agents who deliver amazing member support via phone, email, social media, and live chat.
    • Forecasting agent demand and flex up and down staff as needed. 
    • QA interactions between agents and customers, providing coaching and feedback to improve the customer experience.
    • Manage our third-party call-center vendor and travel on-site as needed. 
    • Handle call escalations for our most challenging situations. 
  • Provide critical feedback to our engineering, marketing, design, and product teams. You'll play an integral role in driving policies and practices based on what our customers are saying.
  • Build a positive relationship with our members, and ensure that they have the best book discovery and membership experience possible.
  • Spend the first 12 weeks acting as a member services agent before moving to a management role. 


  • 2+ years experience in a customer service role. 
  • Willingness to travel up to 50% of the time. 
  • Positive, positive, positive attitude. You take a proactive approach to challenges and have a passion for making things right.
  • Detail-oriented, with a laser focus on quality and high standards for achievement.
  • Impeccable written and verbal communication skills.
  • Experience with and/or interest in e-commerce preferred.
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