Customer Experience Associate

Job description

We are seeking a Customer Service 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...