Head of Customer Experience

Our Mission

Legacybox helps families reconnect with the most meaningful moments of their lives by digitizing and preserving their recorded memories. Every photo, film reel, and tape we process is a piece of someone’s personal history, a link between generations. We make these memories accessible and shareable for the future, while giving our customers peace of mind that their stories will endure.

About The Role

As Head of CX, you’ll own the full customer journey, from first contact through lifelong retention, ensuring every touchpoint reflects our promise of care and trust. You’ll be a voice of the customer in company strategy, championing data-driven improvements that increase satisfaction, loyalty, and profitability.

We’re looking for a strategic, empathetic, and systems-minded leader to own the full Customer Experience function. You’ll lead and mentor a team of 20 CX professionals, while also partnering across Product, Operations, and Marketing to reduce friction, improve satisfaction, and design moments of delight. You’re someone who can zoom out to architect a strategy, and zoom in to rewrite a macro or handle a tough customer call when needed.

Responsibilities

Leadership & Strategy

• 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.
  
  

Operational Excellence

• 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
  

Customer Advocacy & Insights

• 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.
  
  

Innovation & Automation

• 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.
  
  

What Success Looks Like

• High team member morale
• CSAT consistently above 90%
• One Touch Tickets increased by 25%
• Average call wait time below 2m
  
  

About You

You’re a builder and mentor who loves creating clarity in complexity. You know how to blend empathy and analytics to inspire both customers and teams. You’re comfortable in fast-moving environments and can turn feedback into scalable systems.

• Bachelor’s degree required
• 5 years of experience leading a Customer Experience 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
• Understanding of key performance metrics for employees and department
  
  

Extra Credit

• Experience designing or re-architecting CX operations for scale
• Proven track record leading hybrid teams (in-house outsourced)
• Hands-on familiarity with CX automation tools, AI chat, or CRM optimization
• Success collaborating with Product and Engineering to close feedback loops
• Proficient in Gorgias, Talkdesk, Shopify
  
  

Benefits

• Full-time
• Apple computer and all the necessary accessories
• Competitive pay 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
• 401 (k) eligibility with employer match - 6-month waiting period (must be at least 21 years of age)
• Paid time off, accrued bi-weekly
  
  

Work Environment

We take great pride in our hometown of Chattanooga and our multiple facilities here: our downtown office and our new digitization plant, where thousands of family memories are carefully handled and converted every day. This role is based in the recently remodeled CX floor inside the plant.

Why Join Us

Legacybox is at an exciting inflection point, transforming from a one-time digitization service into a lifelong platform for preserving and sharing family stories. As our Head of CX, you’ll shape how millions of families experience that transformation.

• Legacybox is an Equal Opportunity Employer who complies with all Federal, State and Local laws prohibiting discrimination in employment.'
  
  

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