Head of Customer Service
20 days ago
Chattanooga
Job Description 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, • 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, • Proficient in Gorgias, Talkdesk, Shopify, • 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) Powered by JazzHR n12feB7Ico