About Legnetix
Legnetix builds modern back office software for the next generation of tolling. Our platform serves state DOTs, tolling authorities, and commercial operators, and covers the full back office: commercial, operational, image review, customer service, and analytics. We are headquartered at 7284 W Palmetto Park Rd, Suite 210, Boca Raton, FL 33433.
About the role
We are standing up our customer service operation for a new bridge tolling program, and we need someone to run it and build it at the same time. You will start hands-on, taking customer contacts yourself, writing the procedures, and setting up the systems. Then you will hire the representatives who take that work over, and grow into managing the function.
This is a build role, not a maintenance role. If you want a team handed to you on day one, this is not the job. If you have wanted to design a service operation the right way from the start, it is.
What you will do
- Stand up the customer service function: channels, hours of coverage, queue design, escalation paths, and service level targets.
- Handle live customer contacts directly in the early months, across phone, email, and web, so the procedures you write reflect the actual work.
- Write the customer service playbook: call and case scripts, dispute handling, refund and adjustment procedures, violation and notice inquiries, and knowledge base articles.
- Define and report service metrics, including average speed of answer, first contact resolution, abandonment rate, quality scores, and customer satisfaction.
- Recruit, onboard, and coach the first customer service representatives, then build the supervisor layer as volume grows.
- Build the quality program: case and call monitoring, scorecards, calibration sessions, and a coaching cycle that runs on a schedule.
- Own the customer service configuration in Microsoft Dynamics 365 Customer Service, working with product and engineering on case types, routing rules, agent views, and knowledge content.
- Forecast contact volume, build schedules, and manage adherence as the team scales.
- Work with operations and finance on issues that cross team lines: disputes, payment failures, account adjustments, and violation escalations.
- Bring customer friction back to the product team with specifics, so the platform gets better instead of the workaround getting permanent.
- Prepare monthly service reporting for internal leadership and for agency clients.
What you need
- 5 or more years in customer service or contact center operations, including at least 2 years leading people or owning a function.
- Hands-on experience with a CRM or case management platform such as Dynamics 365, Salesforce, Zendesk, or similar.
- A track record of writing procedures, scripts, and training material from a blank page.
- Fluency with service metrics, and the ability to explain what moved, why it moved, and what you did about it.
- Strong written English. A large share of customer contact is email and web.
- Willingness to do the work yourself before you have a team to delegate it to.
- Authorization to work in the United States and the ability to work on-site in Boca Raton.
Good to have, not required
We expect strong candidates to come from general customer service and contact center backgrounds. Tolling knowledge is something we can teach. If you already have it, that helps.
- Experience in tolling, transit, utility billing, telecom, insurance, or another high-volume consumer billing environment.
- Familiarity with toll accounts, transponders, violations, disputes, or image-based billing.
- Experience supporting a government or public agency client, including SLA commitments and formal reporting.
- Experience opening a new contact center or launching a new client program.
- Conversational or fluent Spanish.
- Workforce management software experience, including forecasting and scheduling.
First 90 days
- Days 1 to 30. Learn the platform, the program, and the customer. Document the current state end to end. Identify the 10 contact reasons that will drive most of the volume.
- Days 31 to 60. Publish version 1 of the service playbook and knowledge base. Configure queues, routing, and reporting. Establish the metric baseline.
- Days 61 to 90. Hire and onboard the first representatives. Run the first quality calibration session. Deliver the first monthly service report.
Why this role exists
We are building the operational know-how for tolling in house rather than buying it from a vendor. This hire is early enough to shape how the entire service operation runs, with direct access to leadership and to the product team.
How we work
Small team, real ownership, and short paths between a problem and the person who can fix it. We write things down. We measure what we run.
Pay: $80,000.00 - $90,000.00 per year
Benefits:
Work Location: In person
