Exceptional written communication skills that are clear, warm, professional, and free of jargon, reflexive openers, and filler language.
Exceptional verbal communication skills and phone etiquette, including listening, de-escalating, and leaving customers feeling taken care of.
Fast, accurate typing for live chat and high-volume email work without sacrificing quality.
Sound judgment to know when to act, when to escalate, and how to handle ambiguity without a playbook.
Creative problem-solving ability to find solutions before resorting to refusal.
Proficiency with web-based tools and productivity software, with the ability to learn new platforms quickly.
Working knowledge of Google Suite, including Docs, Sheets, Gmail, and Drive.
Experience with, or ability to quickly master, Gorgias or a similar customer relationship management system, Aircall, and Slack.
At least one year of customer-facing work experience or an Associate’s degree.
At least 18 years old.
Must pass a drug test and state, federal, and criminal background check.
Responsibilities
Own customer interactions across phone, email, and live chat, ensuring every interaction is warm, complete, and on-brand.
Calibrate tone and urgency to the customer’s emotional state rather than following a script.
Resolve issues on the spot and submit detailed, accurate, and actionable Tier 2 requests when escalation is needed.
Use order management systems to handle account changes, order tracking, billing questions, and fulfillment inquiries efficiently.
Maintain deep product knowledge across Legacybox to provide confident, accurate customer answers.
Identify recurring friction points and proactively surface them for root-cause fixes.
Represent the brand in every written interaction as a concierge.
Share ideas, flag gaps, and contribute to continuous improvement.
Desired Qualifications
Hotel, hospitality, or concierge experience.
Sales experience and acumen, including listening for needs, building trust, and guiding customers toward appropriate decisions without pressure.
Mac computer proficiency.
Benefits
Career growth — we’re a fast-growing organization and we promote from within; this role is a launchpad, not a landing spot
Performance bonus opportunities up to $700 during peak season
Medical, dental, vision, HSA, and short-term disability — 30-day waiting period
401K with employer match — 6-month waiting period (must be 21+)
80 hours PTO annually, accrued bi-weekly
Paid parental leave (maternity and paternity) after 1 year of employment
Performance, attendance, anniversary, and birthday perks
Unlimited fresh coffee and fruit all day
About this Role
At 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 Do
Own 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-brand
Read the room: calibrate tone and urgency to the customer’s emotional state, not a script
Resolve issues on the spot; when escalation is needed, submit Tier 2 requests that are detailed, accurate, and actionable
Master our order management systems to handle account changes, order tracking, billing questions, and fulfillment inquiries efficiently
Maintain deep product knowledge across Legacybox to give confident, accurate answers to any customer
Identify recurring friction points and surface them proactively. We want root fixes, not repeat tickets
Represent the brand with every word you write: you are not a support agent, you are a concierge
Contribute to a culture of improvement: share ideas, flag gaps, and help us raise the bar
What We’re Looking For
Required:
Exceptional written communication skills — clear, warm, and professional; free of jargon, reflexive openers, and filler language
Exceptional 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 of
Fast, accurate typing — you can keep up with live chat and high-volume email without sacrificing quality
Sound judgment: you know when to act, when to escalate, and how to handle ambiguity without a playbook
Creative problem solving — you find the yes before you reach for the no
Proficiency with web-based tools and productivity software; comfortable learning new platforms quickly
Working knowledge of Google Suite (Docs, Sheets, Gmail, Drive)
Experience with or ability to quickly master: Gorgias (or similar CRM), Aircall, Slack
1+ years of customer-facing work experience, or an Associate’s degree
18+ years old
Must pass drug test and state, federal, and criminal background check
A strong plus:
Hotel, hospitality, or concierge experience — you already know what “going above and beyond” actually looks like
Sales experience and acumen — you understand how to listen for needs, build trust, and guide a customer toward the right decision without pressure
Mac computer proficiency
What Success and Growth Look Like
This is a performance-driven role. We measure what matters and we invest in people who consistently hit the bar. You’ll be expected to maintain strong results across three dimensions:
Tickets per hour (TPH) — you manage your time well and work efficiently through volume without cutting corners on quality
Customer satisfaction (CSAT) — the people you help feel genuinely helped; scores reflect real experiences, not just resolved tickets
Quality assurance (QA) — your responses are evaluated against our voice and brand standards; you meet or exceed the benchmark consistently
We are a fast growing business. It’s likely you might be one of our future leaders on the team.
Who You Are
You genuinely care about the person on the other end of the conversation — your tenth call of the morning feels the same as your first
You’re self-motivated and don’t need to be managed into doing good work
You take ownership — when something goes wrong, you fix it; you don’t deflect
You are organized, detail-oriented, and reliable: you show up, on time, prepared
You can hold a high standard while moving fast — volume and quality are not in conflict for you
You maintain a positive, professional attitude even on hard days
You think beyond your queue: you want to understand the business and help improve it
You embrace change and stay steady when things shift
Legacybox is an Equal Opportunity Employer
Ask what’s best for Legacybox · Deliver superior experiences · Keep it simple · Build relationships · Always be improving · Be above reproach