Our mission is to bring the best new fiction forward. Celebrating and championing emerging authors and the distinctively fresh work they are uniquely capable of writing. Providing our readers with books they might not have found elsewhere. Since our founding in 1926, we’ve chosen many unknown books that later became iconic works of American fiction.

Want to join the club? We’re always looking to hire new teammates, so check out our job posting.

Industry: Online and Mail Order Retail
Company Size: 51-200 employees

Book of the Month

Savvy Admin PROD

Book of the Month is seeking a Customer Support Team Lead to help manage our high performing customer service team 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, handle 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.

What you will do…

- 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 BOTM team members

- Support Customer Service Manager by maintaining, updating, and improving the agent knowledge base with new articles for launches and releases

- Effectively communicate key information to BOTM stakeholders in daily, weekly, and monthly reports

- Oversee dispute resolution by maintaining SOPs, and regularly reporting findings and results

- Conduct root cause analyses on member-reported bugs

**About You…**

- 1-5 years of experience in a Customer Service agent role required

- Previous management experience of agents is a plus.

- Excellent time management and organizational skills.

- Excellent ability to de-escalate and deal with challenging situations.

- Proactive and resourceful with the ability to juggle multiple projects at once and prioritize urgent vs. important tasks.

- Strong written communication skills; possessing a high attention to detail when it comes to formatting and accuracy

- Curious-minded and passionate about getting to the root of issues

- Ability to effectively communicate with stakeholders outside of customer service

- Interested in commercial fiction and/or ecommerce

-  Experience with Zendesk is a plus

Salary Range: $66,300 - $75,000

Customer Support Team Lead

Brobston Group is the #1 source for luxury fashion, jewelry, beauty, and home décor jobs in North America. We specialize in retail, corporate, and executive consulting roles. We offer both hands-on recruiting services and tailored job posting services to luxury brands and retailers. Brobston Group was founded by William Brobston in 2017 and is based in New York City.

Please visit us at www.brobstongroup.com

Industry: Business Consulting and Services
Company Size: 11-50 employees

Brobston Group

A North American division of a premium Swiss chocolate company is seeking a Regional Sales Manager to drive growth and performance across an assigned territory in the United States. This role will oversee 8–12 retail boutiques, ensuring a consistent premium chocolate experience through exceptional client engagement and operational excellence. The ideal candidate will strengthen field leadership, coach store teams, and partner cross-functionally to support new store openings and regional initiatives. Based near key store clusters and reporting to the President, North America, this position offers an opportunity to shape the brand’s retail footprint in a dynamic market. Travel throughout the region is required to reinforce brand standards and deliver sales results.

**Responsibilities: **

- Lead sales performance across the region with accountability for store revenue and operational standards

- Coach and develop store managers and their teams through regular in-store presence and performance reviews

- Ensure execution of the client journey including greeting, sampling, and storytelling around product freshness, heritage, and craftsmanship

- Partner with marketing, training, HR, and finance to support regional initiatives and new store openings

- Monitor store KPIs and identify opportunities to improve sales productivity, staffing effectiveness, and operational discipline

**Requirements: **

- 7+ years of multi-unit retail leadership experience

- Background in premium, specialty, or luxury retail environments, preferably with food or confectionery experience

- Proven track record of leading store managers and driving sales performance across multiple locations

- Strong operational discipline with the ability to coach teams and develop talent in the field

- Willingness to travel extensively within the assigned region

Regional Sales Manager

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