What are the responsibilities and job description for the CX Manager position at Legacybox?
ABOUT THIS ROLE
We're building the CX organization from the ground up, and this is one of the most important hires we'll make. The CX Operations Manager is the day-to-day engine of our customer experience team — the person who ensures our agents are showing up, performing, growing, and staying.
You'll own the performance management infrastructure for a team of approximately 20 agents working alongside a QA/Training Lead and reporting directly to the VP of CX. This is not a passive management role. We need someone who coaches hard, holds the line on standards, and genuinely invests in the people they lead.
If you've managed a CX team before and left it better than you found it — in performance, in culture, and in retention — we want to talk to you.
WHAT YOU’LL OWN
- Day-to-day performance management of all CX agents across in-house and outsourced channels
- Directly manage 3-5 team leads and ensure every agent receives consistent 1:1 guidance and coaching to meet Legacybox standards
- Scheduling, attendance, and adherence — managed with accountability and human judgment
- Onboarding and ramp for new agents in partnership with the QA/Training Lead
- Real-time floor presence during peak hours — you know what's happening on the team at all times
- Escalation handling and agent empowerment — removing friction so agents can solve problems without unnecessary gatekeeping
- Metrics ownership: you track individual and team performance against CSAT, TPH, FCR, and revenue KPIs daily
- Hiring support: participate in interviews and help build the team around you
- Culture: you set the tone. Our agents are brand ambassadors, not ticket counters, and you reinforce that every day
WHAT “GREAT” LOOKS LIKE
- Agents have regular 1:1s, clear performance profiles, and know exactly what excellence looks like
- Attendance and scheduling issues are seamlessly managed, and our channels are always appropriately staffed
- No customer waits on hold in our phone and chat channels during business hours
- The team's satisfaction rating is above average
- Every agent is meeting our performance standards from CSAT, FTR, TRT, and NPS as well as retention and conversion goals.
- Your team earns a reputation for exceeding customer expectations and not just meeting them
WHAT YOU’LL BRING
- 4 years managing a customer-facing team, preferably in a digitally-native or DTC environment
- Proven track record of improving agent performance through coaching, not just policy enforcement
- Experience managing multi-site or multi-vendor CX operations
- Comfort with helpdesk and telephony platforms — Gorgias and Aircall experience a strong plus
- A developmental management philosophy that focuses on developing great talent — you believe in people and you prove it
- Strong data instincts: you track what matters and use it to make decisions and make your case
- High standards and high empathy — you hold the line without losing the human
- Excellent written and verbal communication; you can give direct feedback without burning trust
- Customer obsession and passion for the brand. This is a mission-focused company, and you need to be its biggest cheerleader
Benefits
- Healthcare coverage that includes medical, dental, and vision plans
- Health Savings Account eligibility
- Short-term disability plan available after the 30-day waiting period
- Free 24/7 access to TextCare for medical support
- Retirement plan with employer match, available after six months for employees age 21 or older
- Paid parental leave
- Paid time off, accrued bi-weekly
A NOTE ON CULTURE
We're building something here. Our customers trust us with their most irreplaceable memories. We treat that trust like the privilege it is. If that means something to you, you'll fit right in.