[Hiring] Director of Customer Experience @Spartan Investment Group

Role Description

The mission of the Director of Customer Experience is to own and continuously improve the end-to-end customer experience across FreeUp Storage, creating a consistent journey that strengthens customer satisfaction, conversion, and retention. Working at the intersection of Customer Care, Operations, and Marketing, this role connects customer insights, field execution, and brand strategy to drive FUS operational excellence. This will be a remote position.

Key Performance Indicators

• Customer Care/StoreEase Team Performance: Lead the StoreEase Customer Care team to consistently meet established service and performance expectations, including the 20-second phone greet goal, while contributing to broader FUS goals for conversion, autopay enrollment, customer protection, satisfaction, and retention.
• Google Reviews & Customer Reputation: Drive the customer review and response process across FreeUp Storage, supporting an average Google rating of 4.7+ stars and ensuring customer reviews receive timely, professional responses. Use review trends and feedback to identify opportunities to improve the customer experience.
• Call & Property Audits: Own the customer experience quality assurance program, maintaining 100% completion of scheduled call and property audits. Ensure findings are translated into coaching, process improvements, and appropriate operational follow-up.
• Third-Party Customer Service Business Plan: Develop and present a comprehensive third-party Customer Care business plan within the first 90 days, including the service model, staffing, technology, pricing, financial considerations, and implementation plan, and lead execution against approved milestones.

Outcomes

• Customer Journey & Experience: Own and continuously improve the end-to-end FreeUp Storage customer journey, from initial inquiry through rental and ongoing tenancy. Identify friction points and lead improvements that create a seamless, consistent customer experience.
• Customer Satisfaction & Retention: Strengthen customer satisfaction and retention by identifying recurring pain points, improving issue resolution, and ensuring customer needs are reflected in service and operational improvements.
• Customer Experience Standards: Define and maintain clear customer experience standards across key touchpoints, creating consistency between the FUS brand, Customer Care interactions, and the experience delivered at the property level.
• Customer Insights & Continuous Improvement: Bring together customer feedback, reviews, audits, performance data, and other customer insights to identify trends and root causes. Translate findings into clear priorities and measurable improvements across the business.
• Customer Experience Processes & Scalability: Develop and continuously improve customer-facing processes, SOPs, escalation paths, and handoffs to create an efficient and consistent experience that can scale with portfolio growth.
• Cross-Functional Customer Experience Alignment: Create alignment across Customer Care, Operations, and Marketing around the customer journey, ensuring customer needs and insights inform how FUS attracts, serves, and retains customers.

Competencies

• Customer Experience Focus – Understands the complete customer journey and identifies opportunities to improve satisfaction, loyalty, and the overall experience across customer touchpoints.
• Leadership & People Development – Builds high-performing teams through clear expectations, coaching, accountability, feedback, and development.
• Operational Excellence – Connects customer experience to day-to-day operations and develops scalable standards and processes that improve quality, consistency, and efficiency.
• Data-Driven Decision Making – Uses customer feedback and performance data to identify trends, determine root causes, prioritize opportunities, and measure results.
• Strategic & Business Acumen – Connects customer experience initiatives to broader operational, marketing, growth, and financial objectives and translates strategy into execution.
• Cross-Functional Collaboration – Builds alignment and influences across teams to ensure shared priorities result in a consistent customer experience.

Qualifications

• Bachelor's degree in Business Administration, Management, Operations, or a related field required.
• 7+ years of progressive experience in customer service, customer experience, operations, or a related field, including 4+ years leading customer-facing teams.
• Experience owning customer service performance, quality standards, and process improvement across a multi-location or growing organization.
• Experience with third-party or outsourced customer service operations, vendor management, or developing new service offerings preferred.
• Self-storage, property management, multi-site operations, or other distributed consumer service experience preferred.
• Experience with StoreEase, CallPotential, Lead Management Systems (LMS), XPS Solutions, or comparable customer service platforms preferred.

Compensation & Benefits

• Competitive base salary: Full-time salaried position: $140k - $175k per year.
• Comprehensive benefits including 401k with company matching.
• Access to company carried interest program.
• Wellness benefits including company paid health, vision, dental, short-term disability, and life insurance.
• In house performance coaching.
• Unlimited PTO.
• Reimbursements for phone, transportation, and entertainment, and more through an innovative cafeteria benefits plan.