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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 are a tech whiz who feels comfortable with learning new software and troubleshooting issues as they arise.

What You’ll Do:

  • People Management - Manage the daily functions of the Member Services team, assisting agents with issues, and providing a motivating and understanding work environment.
  • Quality Assessment - 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.
  • Reporting & Documentation - Proactively fix, create, and organize Zendesk fields such as Issue Type and Issue Type Detail. Keep an organized list of policy changes for agents in an easily accessible location compiled in one place
  • Workflow Management - 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.
  • Exceptional Customer Service - Deliver amazing member support via phone, email for even the most difficult problems
  • Cross-Functional Communication - 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.
  • Process & Operations - Set up new methods and processes to create operational efficiency in member services that keeps day to day running smoothly and minimizes error.

 

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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