Customer Assurance Supervisor

Securespace-Management; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

SecureSpace Management LLC is seeking a Customer Assurance Supervisor to lead the Customer Assurance department, directing the team, setting policies, and governing customer-facing operations in a fully remote environment.

You will manage live chat, email, and outbound communications, design the QA program with scoring and calibration, establish escalation standards, and oversee staffing and coaching.

Qualifications

• At least 3+ years in customer service, QA, or support leadership.
• Experience managing live chat, email support, or digital channels.
• Experience coaching and developing employees to improve performance and customer satisfaction.
• High School diploma/GED preferred; college education is a plus.
• Bilingual (Spanish) is a plus.

Responsibilities

• Manages the Customer Assurance team and has authority to hire, discipline, and terminate team members.
• Sets department-wide service level policy for live chat, email, and outbound channels; delegates daily coverage.
• Designs, establishes, and revises the Quality Assurance program, including scoring criteria and calibration.
• Reviews queue volume and productivity trends to inform staffing and resource allocation.
• Establishes escalation policy and handles novel escalations requiring policy judgment.
• Directs coaching, training, and performance management for the team.
• Sets interaction quality standards and approves changes based on departmental needs.
• Plans customer outreach initiatives including reviews and retention programs.
• Designs onboarding and training curricula and directs their execution.
• Owns departmental SOPs and training materials; can revise department policy.
• Tracks KPIs and reports to senior leadership for strategic decisions.

Skills

Customer service leadership

Quality assurance leadership

Live chat management

Email support management

Coaching & mentoring

Bilingual (Spanish) a plus

Education

High School diploma/GED

College education is a plus

Job description

SecureSpace Self Storage is seeking a Customer Assurance Supervisor to manage the Customer Assurance department. The Customer Assurance Supervisor directs the work of the Customer Assurance team, sets the policies and quality standards that govern the department's customer-facing operations, and holds managerial authority over staffing, performance, and personnel decisions within the department. This is a salaried, exempt position (Executive/Administrative exemption) based on the managerial and policy-setting scope of the role described below.

Objective:

The Customer Assurance Supervisor ensures the quality, reliability, and consistency of our customer-facing operations by overseeing specialized teams and initiatives that support our customer interactions with SecureSpace Self Storage. These teams interact with customers via live chat, customer email communications, outbound customer outreach, and overall workflow management to ensure timely, accurate, and professional interactions.

The Customer Assurance Supervisor leads by example, fostering a culture of accountability, continuous improvement, and outstanding customer service while supporting operational excellence across the Customer Assurance department.

The Customer Assurance Supervisor is accountable for the department's overall performance and conduct, is responsible for setting priorities, resolving significant matters, and directing the work of the team.

Responsibilities:

• Manages the Customer Assurance team and holds authority to hire, discipline, and terminate team members, or to make recommendations on those decisions that are given particular weight.
• Sets department-wide service level policy and workflow design for live chat, email, and outbound communication channels; delegates day-to-day queue coverage and response handling to Customer Assurance Representatives
• Designs, establishes, and revises the Quality Assurance program, including scoring criteria, coaching standards, and calibration methodology, exercising independent judgment on matters materially affecting departmental quality standards.
• Reviews queue volume and productivity trends at a supervisory level to inform staffing models and resource allocation decisions
• Establishes escalation policy and resolution standards for the department, and personally handles only novel or precedent-setting escalations that require policy-level judgment
• Directs coaching, training, and performance management for the Customer Assurance team
• Sets the standards for interaction quality, accuracy, professionalism, and compliance, and holds authority to approve or modify those standards based on independent assessment of departmental needs.
• Plans and directs customer outreach initiatives, including reservation follow-up, review follow-up, and retention programs, exercising discretion over program design, target segments, and resource allocation.
• Designs onboarding and training curricula and standards for the department, and directs their execution by training staff or senior representatives.
• Owns departmental documentation, training materials, and standard operating procedures, with authority to set and revise department policy and procedure, not solely to document existing practice.
• Tracks and analyzes departmental KPIs — response times, customer satisfaction, productivity, quality scores, resolution rates, and outbound performance — to make and recommend strategic decisions on staffing, process design, and resource allocation to senior leadership.
• Represents the Customer Assurance function in cross-departmental planning with Customer Success, Operations, Marketing, and other internal departments, with authority to commit the department's resources and priorities.
• Exercises independent management authority over the department's day-to-day operations, determining priorities and resource allocation without close supervision, while fostering teamwork, accountability, and collaboration within a fully remote environment.
• Is accountable for the overall performance and conduct of the Customer Assurance team, and sets the standard for departmental leadership and professionalism.

Other Functions:

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

Skills and Experience:

• 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 is 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.

SecureSpace Management LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, honorable discharge veteran or military status, sexual orientation, gender identity or expression, or presence of any sensory, mental, or physical disability, or the use of a trained dog guide or service animal by a person with a disability, any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SecureSpace Management LLC complies with ADA/ADAAA laws, providing reasonable accommodation. For accommodation needs during the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, contact HR at SecureSpace.