Job Description
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/GSAM 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, creed, color, religion, age, sex, national origin, disability, genetic information, sexual orientation, gender identity or expression, marital status, citizenship or immigration status, honorably discharged veteran or military status, or the 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, 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 at hr @ insitepg.com
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