Book of the Month
Direct-to-consumer monthly curated hardcover books
Customer Experience Associate
More locations: Texas, USA | Florida, USA | New York, NY, USA
Remote candidates must reside in New York, Pennsylvania, Florida, or Texas.
About the job
- 1–3 years of experience in a customer service agent or adjacent role.
- Ability to deal with challenging situations.
- Ability to manage multiple projects and prioritize urgent versus important tasks.
- Strong written communication skills with high attention to formatting and accuracy.
- Ability to communicate effectively with stakeholders outside of customer service.
- Ability to conduct data analysis and synthesize information.
- 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.
- Serve as an escalation point to agents regarding member issues and determine which concerns should be raised to Book of the Month team members.
- Support the Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases.
- Conduct in-depth analysis and communicate key information to Book of the Month stakeholders in daily, weekly, and monthly reports.
- Oversee dispute resolution by maintaining standard operating procedures and regularly reporting findings and results.
- Conduct root cause analyses on member-reported bugs.
- Propose process changes backed by data.
- Experience creating decks and memos.
- Experience with Zendesk.
- Previous management experience of agents.
- Interest in commercial fiction and/or ecommerce.
- Proactive and resourceful approach to handling multiple projects.
- Curiosity and interest in identifying root causes.
About the company
Book of the Month is a direct-to-consumer book subscription service. It curates five to seven hardcover titles each month and ships them to subscribers, focusing on millennial and Gen Z women who want a curated reading lineup delivered to their door. The model evolved from the original mail-order club, which used a panel of celebrity judges to pick a single “Book of the Month,” to a modern monthly box that provides multiple selections and an online shopping experience. Its distinct approach comes from reviving a 90-year-old brand and rebuilding it around digital subscription commerce, branding, and a community around reading, rather than relying on a traditional mail-order format. The company aims to grow a large, loyal subscriber base by offering carefully chosen books that appeal to younger readers and by making it easy to discover new authors and titles through a convenient, recurring service.
Company Size
51-200
Company Stage
N/A
Total Funding
N/A
Headquarters
New York City, New York
Founded
1926
Get referred to Book of the Month
See people who can refer or advise you
Simplify's Take
What believers are saying
- August 2026 picks still emphasize early releases, sustaining member excitement and retention.
- The $17.99 monthly price remains accessible versus many premium book-box competitors.
- The 2025-2026 Aspen Literary Festival platform gives sponsors, authors, and subscribers fresh engagement.
What critics are saying
- Amazon and Audible undercut discovery with cheaper, broader subscriptions and bundles.
- BookTok-driven bestsellers bypass curation, shrinking Book of the Month's gatekeeper relevance by 2026.
- If acquisition costs rise, a 400,000-member base cannot protect margins against discount-heavy churn.
What makes Book of the Month unique
- Since 2015, Book of the Month sells curated hardcovers, not infinite choice.
- Its editorial shortlist of five to seven titles creates a trusted discovery habit.
- The Aspen Literary Festival partnership with Aspen Words deepens brand authority and cultural reach.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Remote Work Options
Growth & Insights and Company News
6 month growth
↓ -5%1 year growth
↓ -5%2 year growth
↓ -5%Aspen Words, the literary arm of the Aspen Institute, is partnering with Book of the Month to launch the Aspen Literary Festival (ALF).
Mrs. Gries retired from Book of the Month Club, Mechanicsburg.