Legacybox Brand AmbassadorAt Legacybox, we don't hire customer service reps. We hire brand ambassadors who happen to be great at customer service.Legacybox exists to honor the trust families place in us by reclaiming their most meaningful moments from aging media so they can be watched, shared, and preserved forever. Every email you write, every call you take, every chat you handle is a moment where a family has put their irreplaceable memories in our hands.
We take that seriously, and so do you.You are empathetic, calm under pressure, a natural problem solver, and you write with warmth and precision. You are as comfortable de-escalating a frustrated customer as you are spotting a process gap and flagging it for the team. You want to do more than answer tickets; you want to help build something.What You'll DoOwn customer interactions across phone, email, and live chat — phone is our most important channel and the one where our brand shows up most personally; every interaction, regardless of channel, should be warm, complete, and on-brandRead the room: calibrate tone and urgency to the customer's emotional state, not a scriptResolve issues on the spot; when escalation is needed, submit Tier 2 requests that are detailed, accurate, and actionableMaster our order management systems to handle account changes, order tracking, billing questions, and fulfillment inquiries efficientlyMaintain deep product knowledge across Legacybox to give confident, accurate answers to any customerIdentify recurring friction points and surface them proactively.
We want root fixes, not repeat ticketsRepresent the brand with every word you write: you are not a support agent, you are a conciergeContribute to a culture of improvement: share ideas, flag gaps, and help us raise the barWhat We're Looking ForRequired:Exceptional written communication skills — clear, warm, and professional; free of jargon, reflexive openers, and filler languageExceptional verbal communication skills and phone etiquette — confident, composed, and human on the phone; you know how to listen, how to de-escalate, and how to leave someone feeling taken care ofFast, accurate typing — you can keep up with live chat and high-volume email without sacrificing qualitySound judgment: you know when to act, when to escalate, and how to handle ambiguity without a playbookCreative problem solving — you find the yes before you reach for the noProficiency with web-based tools and productivity software; comfortable learning new platforms quicklyWorking knowledge of Google Suite (Docs, Sheets, Gmail, Drive)Experience with or ability to quickly master: Gorgias (or similar CRM), Aircall, Slack1+ years of customer-facing work experience, or an Associate's degree18+ years oldMust pass drug test and state, federal, and criminal background checkA strong plus:Hotel, hospitality, or concierge experience — you already know what "going above and beyond" actually looks likeSales experience and acumen — you understand how to listen for needs, build trust, and guide a customer toward the right decision without pressureMac computer proficiencyWhat Success and Growth Look LikeTickets per hour (TPH) — you manage your time well and work efficiently through volume without cutting corners on qualityCustomer satisfaction (CSAT) — the people you help feel genuinely helped; scores reflect real experiences, not just resolved ticketsQuality assurance (QA) — your responses are evaluated against our voice and brand standards; you meet or exceed the benchmark consistentlyWe are a fast growing business. It's likely you might be one of our future leaders on the team.Who You AreYou genuinely care about the person on the other end of the conversation — your tenth call of the morning feels the same as your firstYou're self-motivated and don't need to be managed into doing good workYou take ownership — when something goes wrong, you fix it; you don't deflectYou are organized, detail-oriented, and reliable: you show up, on time, preparedYou can hold a high standard while moving fast — volume and quality are not in conflict for youYou maintain a positive, professional attitude even on hard daysYou think beyond your queue: you want to understand the business and help improve itYou embrace change and stay steady when things shiftLegacybox is an Equal Opportunity EmployerAsk what's best for Legacybox · Deliver superior experiences · Keep it simple · Build relationships · Always be improving · Be above reproach