Head of Customer Service

Customer Service Director

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 and vision coverage
• Paid time off

*Legacybox is an Equal Opportunity Employer who complies with all Federal, State and Local laws prohibiting discrimination in employment.’