Customer Assurance Supervisor

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Assurance Supervisor based in United States. This fully remote leadership role oversees a customer assurance function focused on delivering consistent, accurate, and high-quality customer interactions. You will lead specialized teams supporting customers through live chat, email, outbound communications, and workflow management. The position combines people leadership, quality assurance, operational planning, customer experience, and performance management. You will establish service standards, quality frameworks, escalation policies, training programs, and department-wide operating procedures. The role provides significant autonomy to shape processes, allocate resources, and make decisions that directly influence customer satisfaction and operational efficiency. You will use performance data and customer insights to identify improvement opportunities and guide staffing, workflow, and service strategies. Success requires strong leadership, sound judgment, accountability, and a genuine commitment to continuous improvement and exceptional customer service. Lead the Customer Assurance team, including responsibility for staffing, performance management, coaching, development, and personnel decisions. Establish department-wide service-level policies and workflow structures for live chat, email, and outbound customer communications. Design, implement, and continuously improve the Quality Assurance program, including scoring criteria, coaching standards, and calibration methodologies. Monitor customer service queues, workload volumes, productivity trends, and resource requirements to inform staffing and allocation decisions. Establish escalation policies and resolution standards, personally addressing complex or precedent-setting issues requiring management-level judgment. Direct coaching, training, onboarding, and performance-management initiatives to strengthen employee capabilities and customer outcomes. Define standards for interaction quality, accuracy, professionalism, and compliance, and update them based on evolving departmental needs. Plan and direct customer outreach programs, including reservation follow-up, review follow-up, and customer retention initiatives. Develop training curricula, onboarding programs, documentation, and standard operating procedures, ensuring they remain relevant and effective. Track and analyze key performance indicators such as response times, customer satisfaction, productivity, quality scores, resolution rates, and outbound performance. Use operational insights to make or recommend strategic decisions regarding staffing, process design, workflow optimization, and resource allocation. Represent the Customer Assurance function in cross-functional planning with Customer Success, Operations, Marketing, and other internal teams. Independently determine departmental priorities and resource allocation while maintaining accountability, collaboration, and professionalism in a fully remote environment. Remain available for extended hours and weekend work when operational needs require it. Requirements: At least 3+ years of leadership experience in customer service, quality assurance, customer support, or a related function. Experience managing live chat, email support, digital customer communications, or other customer-facing service channels is strongly preferred. Demonstrated experience coaching, mentoring, developing, and managing employees to improve performance and customer satisfaction. Strong understanding of quality assurance principles, service-level management, workflow design, and customer experience operations. Proven ability to establish policies, procedures, quality standards, and escalation frameworks with sound independent judgment. Strong analytical skills, with the ability to interpret KPIs and operational trends and turn insights into staffing, proc