Customer Experience Associate

{
  "content_hash": "52830603f0fb559321f03b7c1e3610e80144baed0afd93aceea51f17f159dc16",
  "source_hash": "0248aac6624b98034476201c3828831569142d8118e2fa141496e1fa4d68f22d",
  "last_changed_at": "2026-05-30T06:10:10.129Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "New York, NY",
    "city": "New York",
    "region": "NY",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.9
  },
  "salary_max": 75000,
  "salary_min": 67000,
  "inferred_at": "2026-06-06T10:53:46.645Z",
  "launch_scope": {
    "reason": "jazzhr_production_catalog",
    "included": true,
    "location": {
      "raw": "New York, NY",
      "city": "New York",
      "region": "NY",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.9
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "year",
  "workplace_type": null,
  "salary_currency": "USD"
}

{}

{
  "detail": {
    "url": "https://bookofthemonth.applytojob.com/apply/jobs/details/XIJx2Ag7L9?&",
    "heading": "Customer Experience Associate",
    "html_title": "JazzHR » Job Listings",
    "canonical_url": "https://bookofthemonth.applytojob.com/apply/XIJx2Ag7L9/Customer-Experience-Associate",
    "description_html": "<p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Book of the Month is seeking a Member Support Team Lead to help manage our team of high performing customer service agents whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, be trained on handling sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month’s commitment to connecting readers with the best new books.</span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What you will do…</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Manage day-to-day lead tasks for 10-12 agents including approving exceptions, editing responses, managing queue assignments, and noting gaps in training and knowledge.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Serve as an escalation point to agents regarding member issues, and determine which concerns should be raised to BOTM team members.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Conduct in depth analysis and effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Conduct root cause analyses on member-reported bugs.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Propose process changes backed up by data.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About you… </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">1-3 years of experience in a Customer Service agent or adjacent role required.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Excellent time management and organizational skills. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Excellent ability to deal with challenging situations. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Curious-minded and passionate about getting to the root of issues.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to effectively communicate with stakeholders outside of customer service.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to conduct data analysis and synthesize information. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Interested in commercial fiction and/or ecommerce.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience creating decks and memos is a plus.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience with Zendesk is a plus.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Previous management experience of agents is a plus. </span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-family:Georgia, serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Salary Range: $67,000 - $75,000</span></span></span></span></span></span></div>",
    "description_text": "Book of the Month is seeking a Member Support Team Lead to help manage our team of high performing customer service agents whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, be trained on handling sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month’s commitment to connecting readers with the best new books.\n  What you will do…\n Manage day-to-day lead tasks for 10-12 agents including approving exceptions, editing responses, managing queue assignments, and noting gaps in training and knowledge.\n Serve as an escalation point to agents regarding member issues, and determine which concerns should be raised to BOTM team members.\n Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases.\n Conduct in depth analysis and effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports.\n Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results.\n Conduct root cause analyses on member-reported bugs.\n Propose process changes backed up by data.\n   About you…\n 1-3 years of experience in a Customer Service agent or adjacent role required.\n Excellent time management and organizational skills.\n Excellent ability to deal with challenging situations.\n Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks.\n Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy.\n Curious-minded and passionate about getting to the root of issues.\n Ability to effectively communicate with stakeholders outside of customer service.\n Ability to conduct data analysis and synthesize information.\n Interested in commercial fiction and/or ecommerce.\n Experience creating decks and memos is a plus.\n Experience with Zendesk is a plus.\n Previous management experience of agents is a plus.\n Salary Range: $67,000 - $75,000",
    "jsonld_jobposting": {
      "url": "https://bookofthemonth.applytojob.com/apply/XIJx2Ag7L9/Customer-Experience-Associate",
      "@type": "JobPosting",
      "title": "Customer Experience Associate",
      "@context": "http://schema.org/",
      "datePosted": "2026-05-22",
      "description": "<p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Book of the Month is seeking a Member Support Team Lead to help manage our team of high performing customer service agents whose focus is delivering exceptional service to our members. This role combines frontline execution with operational problem-solving. You will assist agents as they resolve member inquiries, be trained on handling sensitive escalations with care, identify process improvements, and help ensure our service reflects Book of the Month’s commitment to connecting readers with the best new books.</span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What you will do…</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Manage day-to-day lead tasks for 10-12 agents including approving exceptions, editing responses, managing queue assignments, and noting gaps in training and knowledge.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Serve as an escalation point to agents regarding member issues, and determine which concerns should be raised to BOTM team members.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Conduct in depth analysis and effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Conduct root cause analyses on member-reported bugs.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Propose process changes backed up by data.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">About you… </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">1-3 years of experience in a Customer Service agent or adjacent role required.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Excellent time management and organizational skills. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Excellent ability to deal with challenging situations. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Curious-minded and passionate about getting to the root of issues.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to effectively communicate with stakeholders outside of customer service.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to conduct data analysis and synthesize information. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Interested in commercial fiction and/or ecommerce.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience creating decks and memos is a plus.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience with Zendesk is a plus.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Roboto Slab', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Previous management experience of agents is a plus. </span></span></span></span></span></span></li></ul><div style=\"list-style-type:disc;\"><span style=\"font-family:Georgia, serif;\"><span style=\"font-variant:normal;white-space:pre-wrap;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Salary Range: $67,000 - $75,000</span></span></span></span></span></span></div>",
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          "postalCode": "",
          "addressRegion": "NY",
          "addressLocality": "New York"
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      "validThrough": "2026-08-20",
      "uniqueJobCode": "job_20260522172601_XAVMHSVRWVB25A6Q",
      "employmentType": "FULL_TIME",
      "hiringOrganization": {
        "logo": "https://s3.amazonaws.com/resumator/customer_20130421172949_Y3VFGEU08OUPLDCH/logos/20240614021750_BOTM_IDENTITY_LOGO_FINAL-LOGO_1.png",
        "name": "Book of the Month",
        "@type": "Organization",
        "sameAs": "http://www.bookofthemonth.com"
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      "experienceRequirements": "Entry Level"
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  "list_job": {
    "id": "XIJx2Ag7L9",
    "title": "Customer Experience Associate",
    "detailUrl": "https://bookofthemonth.applytojob.com/apply/jobs/details/XIJx2Ag7L9?&"
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