Director of Customer Experience

Job Summary

To enhance customer satisfaction and retention, the full-time remote Director of Customer Experience will manage the end-to-end customer journey at FreeUp Storage, focusing on operational excellence, customer insights, and cross-functional collaboration.

Key responsibilities

• Lead the StoreEase Customer Care team to achieve service performance goals and improve customer satisfaction metrics
• Drive the customer review process to maintain a high Google rating and utilize feedback for continuous improvement
• Develop and execute a comprehensive third-party Customer Care business plan within the first 90 days

Required qualifications

• Bachelor's degree in Business Administration, Management, Operations, or a related field
• 7+ years of experience in customer service or experience management, with 4+ years in a leadership role
• Proven experience in managing customer service performance and quality standards across multiple locations
• Familiarity with third-party customer service operations and vendor management
• Experience in self-storage, property management, or multi-site operations is preferred