Job Description
Job Description
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 goalsConsistently 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 solvedPrioritize the right tasks to impact goalsDevelop, manage, and lead our Customer Service departmentEnsure team is appropriately staffed and scheduled to meet SLAs
Onboard, train, and coach to ensure the team is hitting quality and efficiency goalsEnsure the team has the tools to do their best workUp to date training materials
Macros / scripts / talking pointsClear, simple, repeatable processes (SOPs)Appropriate context from other departmentsSet the tone for the team; professionalism, metrics, reliability, moraleManage customer service vendor relationshipsImprove customer and employee experiencesCorrectly identify trends (painpoints and opportunities)
Relay opportunities to stakeholders in an accurate, timely mannerProactively strategize ways to improve service and streamline our process to create exceptional experiencesReduce inbound by helping root-solve issues, engineering processes, crafting macros, and implementing automation (AI) toolsOptimize help center, chat prompts, macros, training materials, and other customer touchpointsProven ability to effectively answer customer calls, emails and chatsActs as escalation point for upset customersStay up to date on Customer Service trends and best practicesWho You Are
Bachelor’s degree required5 years of experience leading a Customer Service teamStrategic thinker, able to solve problems quickly and efficientlyProfessional, positive, sincere, adaptable, and a quick studyNatural leader with the proven ability to lead a team to achieve a shared goalExceptional written and verbal communication skills, knack for building rapport with people quickly and easilyAble to prioritize multiple tasks without letting a single detail slip through the cracksUnderstanding of key performance metrics for employees and departmentExtra Credit
Proficient in Gorgias, Talkdesk, ShopifyExperience implementing CS automation (AI) toolsBenefits
Full-timePay is competitive and based on experienceMedical, dental and vision coveragePaid time offLegacybox is an Equal Opportunity Employer who complies with all Federal, State and Local laws prohibiting discrimination in employment.'Powered by JazzHR
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