Supervisor, Customer Assurance - REMOTE

Are you the next Ubique Employee? Come be a part of our dynamic team!

Ubique Group is a digital-forward, consumer-driven powerhouse featuring an expansive portfolio of furniture brands. With over 20 years of building multiple brands from inception to success, Ubique Group offers a wide assortment of furniture solutions and furnishings that represent a perfect balance of form, function, and style. At Ubique Group, our fingers aren't just on the pulse of the marketplace; we anticipate it, transforming the typical point-and-click shopping experience into an inspired, rewarding consumer journey.

Ubique Group is more than a company; we are a community of passionate, hard-working, and supportive people who believe in our business and each other. We champion the individual capabilities of our employees and the collective power of the team, and we extend that commitment to the families and communities around us.

About the Role: The Supervisor, Customer Assurance, oversees the resolution of customer product claims, carrier delivery issues, and warranty disputes, ensuring accurate case handling and timely outcomes that protect the customer relationship. This role leads a team of a lead and specialists, maintains high standards of case data quality, and channels claim and defect trends to product and process improvement teams to drive operational excellence.

Essential Functions:

• Manage end-to-end resolution of customer product claims, including damage, warranty, and shortage cases, ensuring accurate investigation, timely decisions, and outcomes aligned with company policy and customer expectations
• Oversee carrier delivery issue resolution, including lost, delayed, and damaged shipment claims; coordinate with freight and logistics partners to manage disputes, drive accountability, and minimize customer impact
• Ensure case data quality and integrity across all claim types; establish and enforce documentation standards so that case records accurately reflect issue details, actions taken, and resolution outcomes
• Analyze claim and defect trends from case data and generate regular reports for product, operations, and senior management; translate recurring issues into actionable recommendations for product and process improvement
• Directly supervise and develop a team lead and customer assurance specialists; provide coaching, set performance expectations, and conduct regular reviews to maintain high-quality claim handling and team engagement
• Manage the returns process, including coordinating pickups, issuing credits, and processing reorders, ensuring accuracy and speed across all post-sale fulfillment corrections
• Collaborate with manufacturers on defective product credits and communicate credit status and escalations across relevant business units; support resolution of legal or insurance claims as needed
• Ensure compliance with internal claims policies, data privacy requirements, and QA standards; maintain audit-ready case records and support continuous improvement of claims workflows and tooling

Qualifications:

• Minimum of 3 years of experience in customer service, claims management, or after-sales support, with at least 1 year in a supervisory or lead role
• Demonstrated experience managing product claims, freight or carrier disputes, warranty cases, or similar customer resolution functions
• Strong analytical and problem-solving skills; ability to review case data, identify patterns, and communicate findings to multiple levels of management
• Excellent attention to detail and commitment to case data accuracy; experience with CRM platforms and claims or case management systems preferred
• Highly developed sense of integrity and commitment to customer satisfaction; ability to handle sensitive or escalated situations with professionalism and sound judgment
• Ability to work independently, prioritize competing tasks, and meet deadlines in a fast-paced, detail-oriented environment

Education:

• Bachelor's degree preferred; equivalent combination of education and experience will be considered

Physical Requirements:

• Prolonged periods of sitting and working on a computer
• Must be able to lift 15 pounds at a time

Benefits

We offer a competitive benefit package that includes:

• Fully remote position.
• No waiting period for medical, dental, and vision benefits - Available on day one
• Company-paid life insurance and employee assistance program for all employees
• 401K with company match
• Employee discount on Ubique Group products
• Free office chair for remote employees
• Ubique offers 9 paid holidays plus 1 floating holiday per year and up to 13 Accrued PTO days per year.

Ubique Group is an equal-opportunity employer. We seek to employ the most qualified individuals for all our roles.