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Legacybox · 1 month ago

Director of Customer Service

Chattanooga, TN

Full-time

Onsite

Lead/Staff, Director/Executive

5+ years exp

Legacybox is a company dedicated to helping families preserve their recorded memories by digitizing and sharing them. As the Director of Customer Service, you will lead the Customer Experience function, ensuring high levels of customer satisfaction and loyalty while mentoring a team of CX professionals and collaborating with other departments to enhance service delivery.

Consumer GoodsE-CommerceFilmPhotography

Responsibilities

Lead and inspire the CX team to deliver best-in-class service and results

Set department goals, forecasts, and KPIs aligned with company objectives

Prioritize initiatives that have the greatest impact on customer satisfaction and operational efficiency

Mentor and foster camaraderie, professionalism and accountability

Communicate customer insights and opportunities to cross-functional stakeholders in a timely, actionable way

Stay current on CX trends and best practices to inform ongoing strategy and innovation

Ensure the team is appropriately staffed, trained, and scheduled to meet quality benchmarks

Measure and report performance across key metrics including hold time, first reply time, customer effort score, CSAT, inbound/solved ratio, negative reviews, and cost per ticket solved

Build and maintain clear, repeatable systems and resources that enable efficient work: Up-to-date training materials and knowledge bases, Effective macros, scripts, and talking points, Simple, well-documented SOPs, Context sharing from other departments to improve coordination

Act as the voice of the customer across the organization, identifying trends, pain points, and opportunities for improvement

Drive continuous improvement of customer and employee experiences through data-driven analysis and collaboration

Serve as the final escalation point for complex or sensitive customer issues, resolving with empathy and professionalism

Engage directly with customers across channels when needed to model excellence and stay close to the experience

Design and implement solutions that reduce inbound volume by addressing root causes and improving processes

Leverage automation, AI, and improved workflows to streamline response time and enhance quality

Continuously optimize self-service tools, help center content, chat prompts, macros, and training materials to empower both customers and agents

Qualification

Customer Experience LeadershipData-driven AnalysisCX Automation ToolsPerformance Metrics UnderstandingTeam MentorshipExceptional CommunicationStrategic ThinkingProblem Solving