Customer Assurance Manager

SecureSpace Management is seeking a talented, hungry, and eager Customer Assurance Manager that enjoys a fast pace and diverse workload in a dynamic environment.

Objective:

The Customer Assurance Manager ensures the quality, reliability, and consistency of our customer-facing operations by overseeing specialized teams and initiatives that support both Success and Resolution. This includes Quality Assurance, Reputation Management, Facility Monitoring & Security, Digital Channel Support, and Collections/AR Support. The role focuses on building trust and assurance in every aspect of the customer journey while enabling other managers to focus on their core missions.

Responsibilities:

• 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 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.
• 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.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

Salary: 

• $50,000 - $60,000 per year

SecureSpace Management LLC is committed to providing equal employment opportunities to all employees and applicants. We strictly prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all employment practices, including but not limited to recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

SecureSpace Management LLC complies with all applicable disability laws and is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to participate in the application or interview process, perform essential job functions, or access other employment-related benefits, please contact Human Resources.