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SecureSpace

Get Bright, Clean, and Secure Self Storage from SecureSpace

Customer Assurance Manager

ManagerManagerFull TimeRemoteSeniorTeam 11-50Since 2018H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

75 days ago

Salary

$50K - $60K / year

Seniority

Senior

High School3 yrs expEnglish

Job Description

Customer Assurance Manager

SecureSpace

• 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. • Must be able to work extended hours and weekends as needed.

Job 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

  • Equal employment opportunities
  • Reasonable accommodations for qualified individuals with disabilities

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