Customer Experience Team Manager

This Jobot Job is hosted by: Jamie Beene Are you a fit? Easy Apply now by clicking the "Quick 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 using ticketing, CRM, telephony, knowledge-management, and reporting tools Ability to flex beyond the standard work schedule when needed Preferred: 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 Interested in hearing more? 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