Talent.com
Head of Customer Experience
Head of Customer ExperienceLegacyBox • Chattanooga, TN, US
Head of Customer Experience

Head of Customer Experience

LegacyBox • Chattanooga, TN, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

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.'

    • Powered by JazzHR

    pvdnXnh9Uy

    [job_alerts.create_a_job]

    Head Of Customer Experience • Chattanooga, TN, US

    [internal_linking.similar_jobs]
    Side Hustle Specialist (Evenings & Weekends)

    Side Hustle Specialist (Evenings & Weekends)

    Finance Buzz • Trion, Georgia, US
    [job_card.full_time] +1
    We’re seeking dependable individuals who want to build a side income alongside their full-time work.This role offers flexible tasks you can perform outside your regular job hours.You’ll be given st...[show_more]
    [last_updated.last_updated_30] • [promoted]
    DCS CASE MANAGER 1 • - EG - 04012025-66745

    DCS CASE MANAGER 1 • - EG - 04012025-66745

    State of Tennessee • Dunlap, TN, United States
    [job_card.full_time] +1
    State of Tennessee Job Information.LOCATION OF (350) POSITION(S) TO BE FILLED : DEPARTMENT OF CHILDREN'S SERVICES, CHILD AND FAMILY MANAGEMENT DIVISION, STATEWIDE. The DCS Case Manager 1 • position ha...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Experience Leader

    Experience Leader

    Brown Haven Homes • Chattanooga, TN, US
    [job_card.full_time]
    At Brown Haven, we are dedicated to constructing high-quality custom homes that exceed expectations.We understand that our team of professionals is our most valued asset, which is why we have broug...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Remote Online Product Support - No Experience

    Remote Online Product Support - No Experience

    GLOCPA • Soddy-Daisy, Tennessee
    [filters.remote]
    [job_card.full_time]
    We’re looking for Customer Support Product Testers across the US to work from home and help top brands improve their products before they hit the market.[show_more]
    [last_updated.last_updated_30] • [promoted]
    Vice President of Customer Support

    Vice President of Customer Support

    VirtualVocations • Chattanooga, Tennessee, United States
    [job_card.full_time]
    A company is looking for a Vice President of Customer Support.Key Responsibilities Define and execute the global support strategy to enhance customer experience and platform reliability Oversee ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    In-Home Product Tester – No Fees, No Experience, $25-$45 / hr

    In-Home Product Tester – No Fees, No Experience, $25-$45 / hr

    OCPA • Flat Top Mountain, Tennessee, us
    [job_card.part_time] +1
    Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies. We guarantee 15-25 hours per week with an hourly pay of bet...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Flexible Online Job - Earn Up to $1,500 / Month Playing Mobile Games

    Flexible Online Job - Earn Up to $1,500 / Month Playing Mobile Games

    Free Cash by Almedia • Soddy-Daisy, TN, United States
    [job_card.full_time]
    Receive a $5 welcome bonus when you complete your first offer!Make money in your spare time by completing online tasks : . Take paid surveys (5-15 minutes each).Test new mobile games and apps.Share yo...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Customer Experience Manager

    Customer Experience Manager

    Michaels • Chattanooga, TN, US
    [job_card.full_time] +1
    Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes.Maintain store recovery standards to deliver...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Senior Customer Support Manager

    Senior Customer Support Manager

    VirtualVocations • Chattanooga, Tennessee, United States
    [job_card.full_time]
    A company is looking for a Senior Manager, Global Customer Support.Key Responsibilities Manage and mentor a team of support professionals to ensure high-quality customer interactions Oversee sup...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Remote Online Tasks - Earn Up to $1,500 / month Playing Games

    Remote Online Tasks - Earn Up to $1,500 / month Playing Games

    Free Cash by Almedia • Soddy-Daisy, TN, United States
    [job_card.full_time]
    Receive a $5 welcome bonus when you complete your first offer!Make money in your spare time by completing online tasks : . Take paid surveys (5-15 minutes each).Test new mobile games and apps.Share yo...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Director of Trade Compliance-Heavy Equipment

    Director of Trade Compliance-Heavy Equipment

    Kimmel and Associates • Chattanooga, TN, United States
    [job_card.full_time]
    Our client, a global leader in the rail industry, is seeking an accomplished.This role offers the opportunity to build and oversee a best-in-class framework that ensures compliance across imports, ...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Head of Customer Success

    Head of Customer Success

    ArcSite • Chattanooga, TN, US
    [job_card.full_time]
    ArcSite is the leading mobile sketching and drawing-based takeoff and estimating solution, trusted by designers, field sales teams, technicians, and inspectors. Our intuitive platform empowers users...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Entry Level Behavior Technician (BT) or Registered Behavior Technician (RBT) - Good Pay & Culture (K

    Entry Level Behavior Technician (BT) or Registered Behavior Technician (RBT) - Good Pay & Culture (K

    Ability Builders ABA Co • LaFayette, GA, US
    [job_card.full_time]
    Are you passionate about making a difference in the lives of children and families? Ability Builders Consulting Co.Registered Behavior Technicians (RBTs). We are seeking a dedicated and compassionat...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Data Entry Product Support - No Experience

    Data Entry Product Support - No Experience

    GLOCPA • Middle Valley, Tennessee
    [job_card.full_time]
    We’re looking for Customer Support Product Testers across the US to work from home and help top brands improve their products before they hit the market.[show_more]
    [last_updated.last_updated_30] • [promoted]
    Part Time - Work from Home - Online Product Tester - No experience ($25-$45 per hour)

    Part Time - Work from Home - Online Product Tester - No experience ($25-$45 per hour)

    OCPA • Mowbray Mountain, Tennessee, us
    [filters.remote]
    [job_card.part_time] +1
    Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies. We guarantee 15-25 hours per week with an hourly pay of bet...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Side Hustle Project Lead

    Side Hustle Project Lead

    Finance Buzz • La Fayette, Georgia, US
    [job_card.full_time] +1
    We’re offering a role for someone who wants to lead their own side-income project in their spare time.You’ll explore various proven side hustles, select the ones that fit your lifestyle, and run th...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Store Manager

    Store Manager

    Dollar Tree • Soddy-Daisy, TN, US
    [job_card.full_time]
    Your natural leadership skills and ability to inspire teams to deliver exceptional customer service make you the right person for our Store Manager in Training position. Join our team today and let&...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Customer Support Manager

    Customer Support Manager

    VirtualVocations • Chattanooga, Tennessee, United States
    [job_card.full_time]
    A company is looking for a Customer Support Manager to oversee a team and enhance customer satisfaction.Key Responsibilities Manage a team of Customer Support Engineers and support global custome...[show_more]
    [last_updated.last_updated_30] • [promoted]