CX Manager

LegacyBox • Chattanooga, TN

1d

About The Position

We're building the CX organization from the ground up, and this is one of the most important hires we'll make. The CX Operations Manager is the day-to-day engine of our customer experience team — the person who ensures our agents are showing up, performing, growing, and staying.
You'll own the performance management infrastructure for a team of approximately 20 agents working alongside a QA/Training Lead and reporting directly to the VP of CX. This is not a passive management role. We need someone who coaches hard, holds the line on standards, and genuinely invests in the people they lead.
If you've managed a CX team before and left it better than you found it — in performance, in culture, and in retention — we want to talk to you.

Requirements

• 4+ years managing a customer-facing team, preferably in a digitally-native or DTC environment
• Proven track record of improving agent performance through coaching, not just policy enforcement
• Experience managing multi-site or multi-vendor CX operations
• Comfort with helpdesk and telephony platforms — Gorgias and Aircall experience a strong plus
• A developmental management philosophy that focuses on developing great talent — you believe in people and you prove it
• Strong data instincts: you track what matters and use it to make decisions and make your case
• High standards and high empathy — you hold the line without losing the human
• Excellent written and verbal communication; you can give direct feedback without burning trust
• Customer obsession and passion for the brand. This is a mission-focused company, and you need to be its biggest cheerleader

Responsibilities

• Day-to-day performance management of all CX agents across in-house and outsourced channels
• Directly manage 3-5 team leads and ensure every agent receives consistent 1:1 guidance and coaching to meet Legacybox standards
• Scheduling, attendance, and adherence — managed with accountability and human judgment
• Onboarding and ramp for new agents in partnership with the QA/Training Lead
• Real-time floor presence during peak hours — you know what's happening on the team at all times
• Escalation handling and agent empowerment — removing friction so agents can solve problems without unnecessary gatekeeping
• Metrics ownership: you track individual and team performance against CSAT, TPH, FCR, and revenue KPIs daily
• Hiring support: participate in interviews and help build the team around you
• Culture: you set the tone. Our agents are brand ambassadors, not ticket counters, and you reinforce that every day

Benefits

• Healthcare coverage that includes medical, dental, and vision plans
• Health Savings Account eligibility
• Short-term disability plan available after the 30-day waiting period
• Free 24/7 access to TextCare for medical support
• Retirement plan with employer match, available after six months for employees age 21 or older
• Paid parental leave
• Paid time off, accrued bi-weekly

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees