Supervisor Customer Care

Iron Mountain; Bogotá; On-site; COP 42,000,000 - 70,000,000; Full time

Benefits offered by this job

Health plans

Retirement plans

Professional growth

Job summary

Iron Mountain is seeking an experienced Trust & Safety Supervisor to join our Customer Experience team in Bogotá. You will manage day-to-day claims, mitigate customer risk, and lead training and quality assurance to ensure excellence in service and risk controls.

You will collaborate across teams to address escalations, uphold regulatory guidelines, and drive improvements in customer trust and satisfaction.

Qualifications

• 2+ years in claims or trust & safety, with at least 1 year in a leadership role.
• Knowledge of Household Goods Mover Compliance regulations.
• Fluent in English with strong written and verbal communication skills.
• Completed Bachelor's or Associate's degree.

Responsibilities

• Oversee day-to-day team performance—claims management and accuracy.
• Lead training, coaching, and quality assurance initiatives for the team.
• Collaborate with stakeholders to handle sensitive escalations and monitor key metrics.

Skills

Claims management

Leadership

English fluency

Regulatory compliance

Cross-functional collaboration

Education

Bachelor's or Associate's degree

Job description

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 story 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 experienced Trust & Safety Supervisor to join our Customer Experience team.

In this role, you will be responsible for day-to-day claims management with an emphasis on customer risk mitigation, while handling highly complex and sensitive customer escalations with empathy, professionalism, and strict accuracy. You will also drive team success by leading training, coaching, and quality assurance initiatives as this critical function expands.

Our Customer Experience organization operates in a dynamic Business-to-Consumer contact center environment dedicated to delivering exceptional service and protecting customer trust.

What You’ll Do

• Drive Operational Excellence & Risk Mitigation: Oversee day-to-day team performance—focusing on accuracy, efficiency, and customer satisfaction—by managing complex claims, authorizing settlements within Quality of Service budget guidelines, mitigating social media risk, and resolving executive-level complaints.
• Collaborate Across Teams: Work cross-functionally with key stakeholders and leadership to handle sensitive escalations, address theft allegations, present risk mitigation strategies, and host weekly business review meetings to evaluate key metrics and drive alignment.
• Ensure Compliance & Operational Quality: Maintain high service quality by conducting continuous claims and Customer Satisfaction audits, executing action plans to hit Key Performance Indicators, and updating the Workramp Knowledge Base to ensure all team documentation aligns with organizational standards and regulatory guidelines.
  

What You’ll Bring

• At least 2 years of experience in claims or trust and safety, alongside at least 1 year of leadership experience in customer support or claims management.
• Strong knowledge of Household Goods Mover Compliance regulations, as well as fluency in English with exceptional written and verbal communication skills.
• Proven ability in resolving complex customer claims, managing multiple priorities under tight deadlines, and adapting quickly in high-pressure, ambiguous environments.
• Completed Bachelor's or Associate's degree.
  

What We Offer

• Competitive compensation and benefits aligned with experience.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.