Customer Service Lead Supervisor

Since opening our first self-storage facility in 1972, Public Storage has grown to become the largest owner and operator of self-storage facilities in the world. With thousands of locations across the U.S. and Europe, and more than 170 million net rentable square feet of real estate, we're also one of the largest landlords.

We've been recognized as A Great Place to Work by the Great Place to Work Institute. And, our employees have also voted us as having Best Career Growth, ranked us in the Top 5% for Work Culture, and in the Top 10% for Diversity and Inclusion.

We're a member of the S&P 500 and FT Global 500. Our common and preferred stocks trade on the New York Stock Exchange.

• Oversee multiple customer service teams and provide guidance and mentorship to Supervisors, ensuring effective leadership and alignment with organizational goals.
• Act as the highest point of escalation for complex inquiries from associates, field employees, corporate offices, and senior executives.
• Own and manage critical programs such as BBB and Dispute Resolution, ensuring compliance and timely resolution.
• Prepare and interpret reports on productivity, quality assurance, and KPIs; present insights and recommendations to senior management.
• Lead strategic, cross-functional projects and continuous improvement initiatives by partnering with stakeholders across departments to identify inefficiencies, conduct root cause analysis, implement enhancements, and drive organizational impact.
• Provide updates to management on department performance and progress of strategic initiatives.
• Utilize AI tools to conduct routine reviews of customer interactions (email and call) for quality assurance, ensuring consistency and adherence to service standards across all teams.
• Identify training gaps and provide feedback to Supervisors and associates.
• Monitor call and email volumes, partnering with scheduling to allocate resources effectively.
• Assist in troubleshooting technical issues related to phone systems, connectivity, and equipment.
• Ensure timely and effective resolution of escalated customer concerns.
• Promote a customer-centric culture and foster engagement across all levels of the department.

• Minimum 5-7 years of progressive people-management experience, supervising a minimum of 30 direct reports across multiple shifts, with accountability for hiring, goal setting, coaching, performance reviews, workload planning, feedback, employee development, scheduling, timekeeping, and safety compliance. 
• Extensive experience managing teams across multiple communication channels (Voice, Email).
• Deep understanding of business operations and customer service best practices.
• Strong written and verbal communication skills, with the ability to influence across all levels.
• Proven analytical and problem-solving skills, with the ability to identify trends and recommend solutions.
• Demonstrated ability to make operational decisions and drive departmental KPIs.
• Excellent time management and multitasking abilities.
• Motivational leadership style focused on fostering a customer-centric environment.

Public Storage is an equal opportunity employer and embraces diversity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified candidates are encouraged to apply.

**Sponsorship for Work Authorization is not available for this posting.  Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future.**

Base Pay Range: $60,000-$85,000

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of our total awards approach to compensation which is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses or incentives.