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Member Services Lead Agent

Book of the Month provides readers with a unique subscription eCommerce 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 Lead Agent with customer service experience and an interest in learning how to deliver a great eCommerce experience. This is a predominantly customer facing role. The position requires the ability to problem solve quickly, empathize with customers, and efficiently assist agents.

About The Role:

  • Provide stellar customer service via phone and email throughout the day.
  • Answer agent questions and de-escalate difficult emails and calls to maintain superior level of customer service across all agents. 
  • Become an expert on the Book of the Month product and serve as a knowledge source for all agents and customers.
  • 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.

About You:

  • Excellent written and verbal communication skills that can convey the correct tone for the customer.
  • 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. 
  • An empathetic attitude with the ability to see all viewpoints.
  • Experience or interest in building a career in eCommerce.


  • At least 2-3 years of experience in customer service, ecommerce customer service a plus.
  • 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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