Customer Assurance Manager
SecureSpace
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Salary
💰 $50,000 - $60,000 per year
About the role
- Lead the Customer Assurance team, including specialized representatives in Quality Assurance, Reputation Management, Facility Monitoring & Security, and new experimental functions.
- Oversee and enhance review generation and reputation management initiatives, ensuring strong outbound engagement and positive brand perception.
- Monitor and refine Quality Assurance programs, providing coaching and insights to elevate performance across Customer Success and Resolution teams.
- Direct the Facility Monitoring & Security response function, ensuring timely, accurate escalation and reporting.
- Manage digital customer success support channels (email, chat, etc.), ensuring high-quality service outside of phone interactions.
- Provide oversight and process support for collections and AR functions, partnering with Resolution to improve recovery while protecting the customer experience.
- Serve as a liaison between Customer Success, Customer Resolution, and Operations (including store personnel and the Facility Learning Manager) to ensure alignment, consistency, and collaboration across virtual and physical functions.
- Collaborate closely with the Customer Success Manager and Customer Resolution Manager to align strategies and ensure seamless cross-team execution.
- Innovate by leveraging technology, data, and process improvements to build scalable solutions for assurance-focused functions.
- Act as a resource and support partner to leadership, identifying risks, opportunities, and efficiencies across non-traditional customer service functions.
- Other duties as assigned.
Requirements
- At least 3+ years of customer service, quality assurance, or support function leadership; self storage or related industries preferred.
- High School diploma/GED preferred, bilingual is a plus.
- Strong technical and analytical skills with experience using digital support platforms, QA tools, or reputation management software.
- Excellent coaching and leadership ability, fostering a culture of accountability and trust.
- Proactive, entrepreneurial mindset with the ability to innovate, problem-solve, and build programs from the ground up.
- Clear communicator, both in giving feedback and representing the assurance function to leadership and peers.
- Adaptable and resilient in the face of challenges, with a commitment to continuous learning and improvement.
- Team player who leads by example, collaborates effectively, and takes ownership of results.
Benefits
- SecureSpace Management LLC is committed to providing equal employment opportunities to all employees and applicants.
- We strictly prohibit discrimination and harassment of any kind.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quality assurancereputation managementcustomer service leadershipdigital support platformsQA toolsanalytical skillscoachingprocess improvementsprogram developmentcollections management
Soft skills
leadershipcommunicationproblem-solvingadaptabilityresilienceteam collaborationaccountabilitytrust-buildingentrepreneurial mindsetcontinuous learning
Certifications
High School diplomaGED