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.'
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