Customer Assurance Supervisor

Accountabilities:

• • Lead the Customer Assurance team, including responsibility for staffing, performance management, coaching, development, and personnel decisions.
  • Establish department-wide service-level policies and workflow structures for live chat, email, and outbound customer communications.
  • Design, implement, and continuously improve the Quality Assurance program, including scoring criteria, coaching standards, and calibration methodologies.
  • Monitor customer service queues, workload volumes, productivity trends, and resource requirements to inform staffing and allocation decisions.
  • Establish escalation policies and resolution standards, personally addressing complex or precedent-setting issues requiring management-level judgment.
  • Direct coaching, training, onboarding, and performance-management initiatives to strengthen employee capabilities and customer outcomes.
  • Define standards for interaction quality, accuracy, professionalism, and compliance, and update them based on evolving departmental needs.
  • Plan and direct customer outreach programs, including reservation follow-up, review follow-up, and customer retention initiatives.
  • Develop training curricula, onboarding programs, documentation, and standard operating procedures, ensuring they remain relevant and effective.
  • Track and analyze key performance indicators such as response times, customer satisfaction, productivity, quality scores, resolution rates, and outbound performance.
  • Use operational insights to make or recommend strategic decisions regarding staffing, process design, workflow optimization, and resource allocation.
  • Represent the Customer Assurance function in cross-functional planning with Customer Success, Operations, Marketing, and other internal teams.
  • Independently determine departmental priorities and resource allocation while maintaining accountability, collaboration, and professionalism in a fully remote environment.
  • Remain available for extended hours and weekend work when operational needs require it.

  Requirements:

  • At least 3+ years of leadership experience in customer service, quality assurance, customer support, or a related function.
  • Experience managing live chat, email support, digital customer communications, or other customer-facing service channels is strongly preferred.
  • Demonstrated experience coaching, mentoring, developing, and managing employees to improve performance and customer satisfaction.
  • Strong understanding of quality assurance principles, service-level management, workflow design, and customer experience operations.
  • Proven ability to establish policies, procedures, quality standards, and escalation frameworks with sound independent judgment.
  • Strong analytical skills, with the ability to interpret KPIs and operational trends and turn insights into staffing, process, and resource decisions.
  • Excellent leadership, communication, organizational, and problem-solving abilities.
  • Ability to work independently, make decisions with limited supervision, and manage priorities in a fully remote environment.
  • Strong accountability and professionalism, with the ability to foster a high-performance, collaborative team culture.
  • High school diploma or GED preferred; college education is a plus.
  • Experience in self-storage or a related industry is preferred.
  • Bilingual English/Spanish capability is a plus.
  • Willingness to work extended hours and weekends when required.

  Benefits:

  • Annual salary of $50,000–$55,000.
  • Fully remote work arrangement within the United States.
  • Salaried, exempt leadership position with significant autonomy over departmental operations.
  • Opportunity to directly shape customer experience, service quality, workflows, policies, and operational standards.
  • Leadership responsibility for a customer-facing team, including opportunities to coach and develop employees.
  • Broad cross-functional exposure through collaboration with Customer Success, Operations, Marketing, and other internal teams.
  • Opportunity to lead continuous improvement initiatives and influence strategic operational decisions.
  • Inclusive workplace with equal employment opportunities and reasonable accommodations available to qualified individuals with disabilities.
  • Work environment focused on accountability, teamwork, customer satisfaction, and operational excellence.