Customer Assurance Manager

Role Overview

• 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.

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