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SecureSpace

Customer Assurance Supervisor

$50K - $55K/yr

These teams interact with customers via live chat, customer email communications, outbound customer ... remote environment. * Is accountable for the overall performance and conduct of the Customer ...

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A Remote Live Chat job involves providing customer support, answering inquiries, and assisting users through an online chat platform. Agents typically help customers with troubleshooting, product details, or general support in real time. This role requires strong communication skills, the ability to multitask, and a fast typing speed. It allows employees to work from home while ensuring customers receive prompt and helpful responses. Many industries, including e-commerce and tech support, hire remote chat agents.

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A typical day as a Remote Live Chat agent involves promptly responding to customer inquiries via a chat interface, resolving issues, and escalating complex cases as needed. You’ll likely manage multiple chat conversations simultaneously while maintaining accurate records in customer management systems. Most roles require collaboration with other departments, such as technical support or sales, to ensure customers receive accurate and timely assistance. While the work is fast-paced, it offers flexibility, opportunities to develop strong customer service skills, and a supportive virtual team environment.

What are the key skills and qualifications needed to thrive in remote live chat?

To excel as a Remote Live Chat agent, you need strong written communication skills, customer service experience, and basic computer proficiency, often supported by a high school diploma or equivalent. Familiarity with live chat platforms, CRM systems, and ticketing software is typically required, though formal certifications are not always necessary. Excellent problem-solving abilities, empathy, and the ability to multitask under pressure help individuals stand out in this role. These skills ensure efficient, positive customer interactions and contribute to overall client satisfaction in a virtual environment.

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Infographic showing various Remote Live Chat job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 66% Full Time, 30% Part Time, and 3% Contract. Highlights an 85% Physical, 1% Hybrid, and 14% Remote job distribution.

Customer Assurance Supervisor

SecureSpace

Remote

$50K - $55K/yr

Full-time

This job post has expired 2 days ago. Applications are no longer accepted.

Job description

SecureSpace Self Storage is seeking a Customer Assurance Supervisor to manage the Customer Assurance department. The Customer Assurance Supervisor directs the work of the Customer Assurance team, sets the policies and quality standards that govern the department's customer-facing operations, and holds managerial authority over staffing, performance, and personnel decisions within the department. This is a salaried, exempt position (Executive/Administrative exemption) based on the managerial and policy-setting scope of the role described below.
Objective:
The Customer Assurance Supervisor ensures the quality, reliability, and consistency of our customer-facing operations by overseeing specialized teams and initiatives that support our customer interactions with SecureSpace Self Storage. These teams interact with customers via live chat, customer email communications, outbound customer outreach, and overall workflow management to ensure timely, accurate, and professional interactions.
The Customer Assurance Supervisor leads by example, fostering a culture of accountability, continuous improvement, and outstanding customer service while supporting operational excellence across the Customer Assurance department.
The Customer Assurance Supervisor is accountable for the department's overall performance and conduct, is responsible for setting priorities, resolving significant matters, and directing the work of the team.
Responsibilities:
  • Manages the Customer Assurance team and holds authority to hire, discipline, and terminate team members, or to make recommendations on those decisions that are given particular weight.
  • Sets department-wide service level policy and workflow design for live chat, email, and outbound communication channels; delegates day-to-day queue coverage and response handling to Customer Assurance Representatives
  • Designs, establishes, and revises the Quality Assurance program, including scoring criteria, coaching standards, and calibration methodology, exercising independent judgment on matters materially affecting departmental quality standards.
  • Reviews queue volume and productivity trends at a supervisory level to inform staffing models and resource allocation decisions
  • Establishes escalation policy and resolution standards for the department, and personally handles only novel or precedent-setting escalations that require policy-level judgment
  • Directs coaching, training, and performance management for the Customer Assurance team
  • Sets the standards for interaction quality, accuracy, professionalism, and compliance, and holds authority to approve or modify those standards based on independent assessment of departmental needs.
  • Plans and directs customer outreach initiatives, including reservation follow-up, review follow-up, and retention programs, exercising discretion over program design, target segments, and resource allocation.
  • Designs onboarding and training curricula and standards for the department, and directs their execution by training staff or senior representatives.
  • Owns departmental documentation, training materials, and standard operating procedures, with authority to set and revise department policy and procedure, not solely to document existing practice.
  • Tracks and analyzes departmental KPIs - response times, customer satisfaction, productivity, quality scores, resolution rates, and outbound performance - to make and recommend strategic decisions on staffing, process design, and resource allocation to senior leadership.
  • Represents the Customer Assurance function in cross-departmental planning with Customer Success, Operations, Marketing, and other internal departments, with authority to commit the department's resources and priorities.
  • Exercises independent management authority over the department's day-to-day operations, determining priorities and resource allocation without close supervision, while fostering teamwork, accountability, and collaboration within a fully remote environment.
  • Is accountable for the overall performance and conduct of the Customer Assurance team, and sets the standard for departmental leadership and professionalism.

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.
  • Experience managing live chat, email support, customer communications, or digital customer service channels is strongly preferred.
  • Experience coaching, mentoring, and developing employees to improve performance and customer satisfaction.
  • High School diploma/GED preferred; college education is a plus.
  • Bilingual (Spanish) is a plus.

SecureSpace Management LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, honorable discharge veteran or military status, sexual orientation, gender identity or expression, or 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, any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
SecureSpace Management LLC complies with ADA/ADAAA laws, providing reasonable accommodation. For accommodation needs during the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, contact HR at SecureSpace.

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