Tier 2 Customer Support Specialist

White Label Storage; United States; On-site; USD 28,929 - 31,684; Full time

Job summary

A leading self-storage management company in the United States is looking for a Tier 2 Customer Specialist to join their team. The candidate will be responsible for resolving complex customer issues and providing support to internal teams. With a focus on customer experience, the ideal candidate should have over 2 years in customer service and strong communication skills. This full-time role involves assisting in the training of team members and acting as a liaison between tenants and property owners.

Qualifications

• 2+ years of experience in customer service, preferably in a contact center.
• Experience in storage management or related industries preferred.
• Strong verbal and written communication skills.

Responsibilities

• Respond to escalated customer service issues professionally.
• Document all customer interactions in the CRM system.
• Act as a liaison between tenants and property owners.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Multitasking

CRM software proficiency

Tools

Aircall

HubSpot

StorEdge

Job description

This range is provided by White Label Storage. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$21.00/hr - $23.00/hr

Direct message the job poster from White Label Storage

About us

White Label Storage is a premier self‑storage management company with over 250 managed locations nationwide. We provide end‑to‑end operational oversight that leverages our expertise in revenue management, occupancy growth, marketing, and customer experience.

Our management model allows property owners to maintain their brand identity while benefiting from our industry‑leading management strategies, technology, and operational playbooks. Whether the goal is to increase NOI, streamline operations, or expand their portfolio, we help owners maximize the full potential of their storage assets.

Position Summary

We are seeking a skilled and motivated Tier 2 Customer Specialist to join our dynamic team. This role is a critical part of our support operations, responsible for resolving complex customer issues, handling escalations, and supporting internal teams with process and product knowledge.

The ideal candidate will also engage in outbound calls to follow up on customer inquiries, upsell or cross‑sell services, and ensure a seamless customer experience.

Key Responsibilities

• Respond to escalated customer service issues from Tier 1 representatives via phone, email, or chat with professionalism and urgency; occasionally stepping in to provide frontline support.
• Provide timely and accurate answers to internal support questions from frontline agents.
• Act as a liaison between tenants and property owners/third‑party vendors to efficiently resolve service, maintenance, or other operational issues.
• Serve as a subject matter expert on company products, services, and systems to support both customers and team members.
• Investigate and resolve complex service issues by collaborating with cross‑functional departments (Sales, Tech Support, Operations, etc.).
• Document all customer interactions and issue resolutions accurately in the CRM system.
• Identify and elevate priority issues or trends to leadership and recommend process improvements.
• Support the training and development of Tier 1 agents as needed.

What You Bring

• 2+ years of experience in customer service, preferably in a contact center or fast‑paced environment.
• Experience in storage management or related industries preferred.
• Previous Tier 2 support or lead‑level customer service experience preferred.
• Strong verbal and written communication skills.
• Experience handling escalations and de‑escalating difficult customer interactions.
• Proficient in CRM software and other support tools (e.g., Aircall, HubSpot, StorEdge, etc.).
• Demonstrated ability to multitask, stay organized, and prioritize effectively.
• High attention to detail and problem‑solving abilities.
• Ability to work independently and as part of a team.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Customer Service