Customer Experience Team Manager

This Jobot Job is hosted by:
Jamie Beene
Are you a fit? Easy Apply now by clicking the "Apply" button and sending us your resume.
Salary: $60,000 - $80,000 per year

A bit about us:

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.

Why join us?

Competitive Compensation:
Up to $100,000 base salary (DOE) + performance bonus
401(k) with Company Match
Comprehensive Benefits:
Medical, Dental, Vision, Life Insurance
Generous PTO & Paid Holidays
Service-First Culture:
Customer experience isn't a slogan here — it's the product we sell, and it's measured on a published balanced scorecard
Build the Program: QA calibration, knowledge base, and escalation workflows are yours to own and improve
Newly Combined Organization: A recent acquisition means new customer segments, new tooling, and real influence over how support scales

Job Details

Key Responsibilities and Duties
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
Qualifications

Needed:

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…