Customer Service Concierge Agent

Legacybox is a fast-growing company dedicated to preserving family memories by converting aging media into digital formats. They pride themselves not just on excellent customer service, but on hiring passionate brand ambassadors who represent their values authentically. Legacybox understands the trust families place in them when submitting irreplaceable memories and treats every interaction as a critical moment to honor that trust. Founded with a mission to reclaim meaningful moments for families in a modern form, Legacybox has grown into an established leader in the personal archiving industry.

This role is a unique opportunity for those who want more than just a customer service job. As a Customer Service Concierge at Legacybox, you will be at the forefront of direct customer interactions, providing warm, precise, and empathetic support across multiple channels, including phone, email, and live chat. Phone interactions are especially crucial as they encapsulate the personal touch of the brand. You will be expected to adjust your communication style sensitively according to the customer’s emotional state and needs, making each interaction feel personal and valued.

Your responsibilities will include resolving issues on the spot when possible and escalating with detailed and actionable information when necessary. Mastery of the company’s order management systems is essential to efficiently handle account changes, order tracking, billing inquiries, and fulfillment questions. Legacybox values employees who can spot recurring friction points and proactively offer solutions to prevent repeat issues, contributing to operational excellence beyond simply answering tickets. You will act as more than just a support agent; you will be a concierge who represents the brand with every interaction.

Ideal candidates will possess a blend of empathy, calmness under pressure, and excellent problem-solving skills. They will communicate with warmth and precision, whether in writing or verbally, demonstrating the ability to handle high volumes of live chat and email with speed and accuracy. Experience with web-based tools like Gorgias (or similar CRM systems), Aircall, Slack, and Google Suite is important to thrive in this role. Moreover, those with a background in hospitality, concierge services, or sales will find themselves particularly well-suited to this performance-driven position.

Legacybox offers a wide array of benefits, including career growth opportunities within a company that promotes from within, performance bonuses, comprehensive medical plans, a 401K plan with employer match, paid time off, and parental leave. The company fosters a culture of continuous improvement and values individuals who take ownership and consistently perform at a high level. Legacybox is committed to being an Equal Opportunity Employer and encourages candidates who share their core values to apply.