Customer Service Concierge Agent

About Legacybox

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.

The Role

You are empathetic, calm under pressure, a natural problem solver, and you write with warmth and precision. You are as comfortable de- 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.

Represent the brand with every word you write: you are not a support agent, you are a concierge.

Culture & Growth

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. 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
• You take ownership — when something goes wrong, you fix it; you don’t
• 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 maintain a positive, professional attitude even on hard
• You think beyond your queue: you want to understand the business and help
• You embrace change and stay steady when things

Benefits & Perks

• 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
• Medical, dental, vision, HSA, and short‑term disability — 30‑day
• 401K with employer match — 6‑month waiting period (must be
• 80 hours PTO annually, accrued
• Paid parental leave (maternity and paternity) after 1 year of
• Performance, attendance, anniversary, and birthday
• Unlimited fresh coffee and fruit all

Legacybox is an Equal Opportunity Employer