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Member Services Manager

At Book of the Month, we aim to deliver an experience that our members LOVE.  Our Member Services team plays a critical role in delivering this experience. We are looking for an experienced manager for our Member Services team who can lead the day-to-day management of the team and play a key role in organizing feedback from our members for our product, marketing, operations, and editorial teams.

About You:

  • You have a strong ability to multitask and prioritize multiple demands at once.
  • 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 cross-functional collaboration.
  • You understand data collection and can think analytically about how to solve problems.
  • You’re extremely detail oriented, with great energy and a “no task too small” attitude.​
  • You love books! You’re a passionate reader, and enjoy chatting up other readers.
  • You have a PR flair that allows you to craft responses to even the most difficult questions from members.

What You’ll Do:

  • Manage the daily functions of the Member Services team, including scheduling, assisting agents with issues, and providing a motivating and understanding work environment.
  • Perform weekly Quality Assessments on email and phone interactions to maintain superior level of customer service across all agents. Able to re-train and motivate as needed in response to QA results.
  • Grow the team as needed, responsible for hiring part-time and full-time employees to keep the team fully staffed. Oversee training and development as needed.
  • Able to direct the team to most pressing demands as influx of email and phone calls vary throughout the day and across weeks to hit target response time.
  • Attend weekly company wide Operations Meetings and serve as a liaison between Member Services and other teams. 
  • Deliver amazing member support via phone, email, social media, and live chat when needed.
  • 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.

Qualifications:

  • At least 2 years of experience in management or lead role in a customer service function. 
  • You take a proactive approach to challenges and have a passion for making things right.
  • Impeccable written and verbal communication skills.
  • Experience with and/or interest in e-commerce preferred.
  • Experience with Zendesk and Talkdesk is highly preferred.
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