Job Description

We are seeking a Customer Experience Associate to join our Product team. The majority of the Customer Service team is off-shore, but this role will work out of our NYC office getting exposure to many different business functions. This role is a great fit for someone early in their career who has a strong work ethic, is eager to learn, and thrives in a fast-paced and dynamic environment where they’ll get exposure to a mission driven, direct to consumer company.

This role will report into our Customer Service Manager. The main focus will be supporting offshore agents and establishing processes to make sure our members get fast, thoughtful support. This person will also flag bugs to engineers, build out processes for new features, and help shape how members experience Book of the Month from the inside out.

For more on what it’s like working here please refer to our careers page.

What you will do…

• Develop a deep, end-to-end understanding of how members move through every touchpoint of the Book of the Month product.
• Understand how new features work prior to roll out and why they matter, translating product updates into clear, actionable guidance that empowers agents to support members with confidence and precision.
• Learn how to handle sensitive escalations with care and become the person agents come to when a situation gets tricky.
• Provide valuable insights to stakeholders across the company via concise reports that allow the voice of the customer to be included in business decisions.
• Flag member-reported bugs with rigor and work closely with the engineering team to investigate member issues continuously helping us improve the product.
• In addition to the day to day tasks outlined above, this role will also support the Customer Service Manager on many new and exciting projects.

What You Should Have…

• Strong work ethic; ability to learn quickly, exercising grit and perseverance when taking on new challenges, and applying feedback quickly.
• Excellent time management and organizational skills.
• High attention to detail and accuracy even in a dynamic and fast-paced environment.
• Strong prioritization skills that allow you to keep projects on track
• Creative intuition with the drive to constantly ideate, research, and pitch ideas for how to optimize performance and processes.
• Ability to do math and conduct data analysis
• Excellent communication and interpersonal skills, with the ability to interface comfortably with both our members and internal stakeholders.
• You’re interested in eCommerce, Direct to Consumer, and/or the book business.