Head of Customer Service

The Role We’re on the lookout for a results-oriented, strategic problem solver to lead our Customer Service Team.

In addition to being responsible for our team of 20-ish agents, you’ll continuously improve our customer’s experience by engineering responses and systems that root-solve recurring issues.

The ideal candidate is equal parts personable and process oriented.

You’re extremely organized, a quick study, skilled at crafting elegantly simple solutions, and derive energy helping people.

At Legacybox, we’re committed to building a world-class team that delivers exceptional customer experiences through thoughtful analytics, user-centered design, and a test-and-iterate culture.

Legacybox is a fast-paced, dynamic work environment that is constantly evolving and changing, and we’re looking to add a team member that is ready for the challenge.

Sound like your dream gig?

Read on!

What You’ll Do Drive performance of Customer Service department Set department goals and objectives, including forecasting Measure and report performance, assess against goals  Consistently hit department goals including but not limited to :

• hold time, first reply time, customer effort score, CSAT, inbound / solved, BBBs, negative customer reviews, cost per ticket solved  Prioritize the right tasks to impact goals  Develop, manage, and lead our Customer Service department Ensure team is appropriately staffed and scheduled to meet SLAs Onboard, train, and coach to ensure the team is hitting quality and efficiency goals  Ensure the team has the tools to do their best work  Up to date training materials  Macros / scripts / talking points  Clear, simple, repeatable processes (SOPs) Appropriate context from other departments  Set the tone for the team; professionalism, metrics, reliability, morale  Manage customer service vendor relationships Improve customer and employee experiences Correctly identify trends (painpoints and opportunities) Relay opportunities to stakeholders in an accurate, timely manner  Proactively strategize ways to improve service and streamline our process to create exceptional experiences  Reduce inbound by helping root-solve issues, engineering processes, crafting macros, and implementing automation (AI) tools Optimize help center, chat prompts, macros, training materials, and other customer touchpoints  Proven ability to effectively answer customer calls, emails and chats Acts as escalation point for upset customers  Stay up to date on Customer Service trends and best practices  Who You Are  Bachelor’s degree required 5+ years of experience leading a Customer Service team Strategic thinker, able to solve problems quickly and efficiently Professional, positive, sincere, adaptable, and a quick study  Natural leader with the proven ability to lead a team to achieve a shared goal  Exceptional written and verbal communication skills, knack for building rapport with people quickly and easily Able to prioritize multiple tasks without letting a single detail slip through the cracks  Understanding of key performance metrics for employees and department Extra Credit Proficient in Gorgias, Talkdesk, Shopify Experience implementing CS automation (AI) tools  Benefits Full-time Pay is competitive and based on experience Medical, dental, vision, HSA, and short-term disability plans available - 30 day waiting period Free 24 / 7 medical care via TextCare - no waiting period 401k eligibility with employer match - 6 month waiting period (must be at least 21 years of age) Paid time off, accrued bi-weekly
• Legacybox is an Equal Opportunity Employer who complies with all Federal, State and Local laws prohibiting discrimination in employment.'   Powered by JazzHR