Customer Experience Team Manager

Founded over 25 years ago and based in the Dallas–Fort Worth area, with corporate leadership in the Denver metro, we are a technology-enabled services organization supporting self-storage operators and business customers nationwide. Our rental teams act on behalf of operators to convert inbound inquiries into completed leases — last year alone our specialists closed more than 24,000 rentals for our customers. We pair experienced, U.S.-based agents with proprietary platform technology and AI-enabled call handling so that no opportunity goes unanswered, and we recently expanded through an acquisition that connects our contact-center depth to a national storage marketplace.

Responsibilities

• Lead, coach, and develop team members responsible for post-rental customer support
• Conduct weekly 1:1s, interaction reviews, performance reviews, and development planning with documented coaching
• Set and enforce expectations for response time, resolution quality, schedule adherence, documentation, and customer follow-through
• Build team capability through structured training, calibration, and knowledge sharing
• Own daily ticket, call, email, and other customer-support workflows including workload balancing and queue coverage
• Ensure inquiries are acknowledged, researched, resolved, and documented within established service levels
• Monitor aging and reopened cases, intervene when work is at risk, and confirm closure with the customer
• Ensure accurate support for account, access, billing, location, service, and rental-related needs
• Serve as manager-level escalation point for complex, sensitive, or high-impact tenant concerns
• Distinguish urgent risk from routine work; escalate security, payment, access, legal, or reputational concerns through the correct pathway
• Complete root-cause review for recurring or high-impact issues and recommend corrective action
• Monitor customer friction, complaint, cancellation, and detractor trends to identify proactive support opportunities
• Partner with appropriate teams on save or recovery efforts when service issues put a relationship at risk
• Audit a regular sample of customer interactions for accuracy, tone, ownership, documentation, security, and policy adherence
• Maintain current SOPs, knowledge articles, canned responses, and escalation guides
• Facilitate calibration sessions so service standards are applied consistently across team members and channels
• Maintain a defect and customer-pain-point log; convert recurring issues into training, process, or technology recommendations
• Provide a written weekly update covering customer pulse, service performance, team health, wins, risks, and priorities
• Lead recurring KPI reviews and maintain action plans for measures below target

Requirements

• High School Diploma or GED required; Associate's or Bachelor's degree preferred
• Minimum 5–7 years of experience in customer service, customer success, account support, contact-center operations, or another service environment
• Minimum 2+ years of people leadership experience in an SLA- or queue-driven customer support function
• Experience or strong background in coaching service quality, handling escalations, and improving response or resolution performance
• Strong background in conflict resolution, written communication, judgment, and problem-solving
• Proven ability to balance customer advocacy with policy, risk, and business requirements
• Experience using ticketing, CRM, telephony, knowledge-management, and reporting tools
• Ability to flex beyond the standard work schedule when needed

Preferred Qualifications

• Background in self-storage, property management, logistics, customer success, or tech-enabled services
• Experience supporting billing, access, account, or multi-location customer issues
• Data-driven mindset; comfort using customer feedback and service data to prioritize improvements
• Experience building or improving knowledge bases, QA programs, and escalation workflows

Pay

$60,000 - $80,000 per year (base salary up to $100,000 DOE) + performance bonus

Benefits

• 401(k) with Company Match
• Comprehensive medical, dental, and vision insurance
• Life insurance
• Generous PTO & paid holidays