Customer Care Supervisor

Iron Mountain; Bogotá; Híbrido; COP 89.280.000 - 133.920.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Learning opportunities

Descripción de la vacante

Iron Mountain is seeking a Customer Care Supervisor to join our Customer Care team Retentions in Bogotá. You will lead a dedicated team, drive service excellence, and implement initiatives that improve client satisfaction and key metrics.

The ideal candidate has 5+ years of leadership experience, advanced English, a university degree, and a passion for analyzing customer needs to deliver effective solutions. This is a hybrid role with Monday–Friday shifts.

Formación

• 5+ years of leadership experience at the supervisor level and above.
• Strong knowledge of customer journey design, negotiation techniques, and service metrics analytics.
• Completed university degree.
• Advanced, fluent English skills (conversational, reading, and writing).
• A strong service mindset and a passion for analyzing customer needs to deliver effective solutions.

Responsabilidades

• Supervise daily operations; monitor team activities to uphold service standards and efficiency.
• Develop and mentor talent; guide agents and team leads in real-world learning scenarios.
• Optimize service processes; identify improvements to refresh procedures and enhance satisfaction.
• Drive metrics-based strategies; analyze performance to meet and exceed targets.
• Resolve complex escalations; provide expert support for specialized cases to preserve client trust.

Conocimientos

Leadership

Customer journey

Negotiation

Analytics

English (Advanced)

Educación

University degree

Descripción del empleo

COL | Bogotá | Av Cra 45

Full time

J0106606

At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Iron Mountain is seeking an empowering Customer Care Supervisor to join our Customer Care team Retentions

As a Customer Care Supervisor, you will play a pivotal role in driving service excellence and elevating the overall customer journey. In this role, you’ll have the opportunity to lead and support a dedicated team while implementing strategic initiatives that improve key operational metrics.

Here, your leadership and analytical insights will directly shape how we support and deliver long‑term value to our clients.

What You’ll Do In This Role

• Supervise Daily Operations: Monitor team activities closely to uphold high service standards and maintain operational efficiency.
• Develop and Mentor Talent: Provide ongoing guidance and real‑world learning scenarios to nurture career growth for agents and team leads.
• Optimize Service Processes: Identify continuous improvement opportunities to refresh procedures and enhance overall customer satisfaction.
• Drive Metric‑Based Strategies: Analyze performance analytics to design actionable strategies that meet and exceed service targets.
• Resolve Complex Escalations: Offer expert support on specialized cases to deliver seamless resolutions and preserve client trust.

The Ideal Candidate Will Have

• 5+ years of leadership experience at the supervisor level and above.
• Strong knowledge of customer journey design, negotiation techniques, and service metrics analytics.
• Completed university degree.
• Advanced, fluent English skills (conversational, reading, and writing).
• A strong service mindset and a passion for analyzing customer needs to deliver effective solutions.

What We Offer

• Competitive compensation and benefits aligned with experience.
• Shifts: Monday to Friday, 7:00 AM - 8:00 AM start time window.
• Location: Hybrid.
• Opportunities for continuous learning and professional growth.

Requisition: J0106606

Category: Customer Support

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail]. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE