Customer Assurance Supervisor
New
S
SecureSpace Self StorageSelf Storage
United StatesFull-TimeManager
Salary50,000 - 55,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- Customer serviceMentoringQuality AssuranceCoaching
Requirements
- 3+ years of customer service, quality assurance, or support function leadership.
- Experience managing live chat, email support, or digital customer service channels.
- Proven experience in coaching, mentoring, and developing employees.
- Ability to work extended hours and weekends as needed.
- High School diploma or GED (College education is a plus).
- Self storage or related industry experience is preferred.
- Bilingual (Spanish) proficiency is a plus.
Responsibilities
- Manage the Customer Assurance team with authority to hire, discipline, and terminate personnel.
- Set service level policies and design workflows for live chat, email, and outbound communication channels.
- Design and revise the Quality Assurance program, including scoring criteria and coaching standards.
- Review productivity trends to inform staffing models and resource allocation.
- Establish escalation policies and resolve precedent-setting customer issues.
- Direct coaching, training, and performance management for the team.
- Plan and execute customer outreach initiatives, including reservation follow-up and retention programs.
- Analyze departmental KPIs to make strategic decisions on resource allocation and process design.
- Represent the Customer Assurance function in cross-departmental planning.
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