Customer Assurance Supervisor

Job not on LinkedIn

🕒 August 24

🇺🇸 United States – Remote

💵 $50k - $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🔒 Insurance

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SecureSpace

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

📦 Logistics

🏗️ Construction

🏨 Hospitality

Logistics • Construction • Hospitality

SecureSpace is a self-storage company offering secure and modern storage solutions for both household and business needs. Their facilities are designed to provide a variety of self-storage unit sizes, including climate-controlled options, vehicle storage, and commercial storage solutions. With locations across the country, SecureSpace ensures accessibility and convenience for customers looking to reserve storage units online and move in with ease.

📋 Description

• Manage the Customer Assurance team and exercise authority over hiring, discipline, termination, or recommendations on those decisions • Set department-wide service level policy and workflow design for live chat, email, and outbound communication channels • Design, establish, and revise the Quality Assurance program, including scoring criteria, coaching standards, and calibration methodology • Review queue volume and productivity trends to inform staffing models and resource allocation • Establish escalation policy and resolution standards; personally handle novel or precedent-setting escalations • Direct coaching, training, and performance management • Set standards for interaction quality, accuracy, professionalism, and compliance • Plan and direct customer outreach initiatives, including reservation follow-up, review follow-up, and retention programs • Design onboarding and training curricula and direct execution • Own departmental documentation, training materials, and standard operating procedures • Track and analyze departmental KPIs to make and recommend strategic decisions • Represent Customer Assurance in cross-departmental planning and commit departmental resources and priorities • Exercise independent management authority over day-to-day operations in a fully remote environment • Maintain accountability for the overall performance and conduct of the Customer Assurance team

🎯 Requirements

• At least 3+ years of customer service, quality assurance, or support function leadership • Self storage or related industries preferred • Experience managing live chat, email support, customer communications, or digital customer service channels strongly preferred • Experience coaching, mentoring, and developing employees to improve performance and customer satisfaction • High School diploma/GED preferred; college education is a plus • Bilingual (Spanish) is a plus • Must be able to work extended hours and weekends as needed