Supervisor Customer Care

Iron Mountain; Bogotá; Hybrid; COP 60,000,000 - 90,000,000; Full time

Benefits offered by this job

Competitive compensation

Health & retirement plans

Professional growth

Job summary

Iron Mountain is seeking an experienced Trust & Safety Supervisor to join the Customer Experience team in Bogotá. The role emphasizes day-to-day claims management, risk mitigation, and handling sensitive escalations with empathy and precision.

You will lead training, coaching, and quality assurance initiatives, while ensuring compliance and strong service quality within a dynamic B2C contact center environment.

Qualifications

• 2+ years in claims or trust & safety
• ≥1 year of leadership in customer support or claims management
• English fluency with strong written and verbal skills
• Bachelor's or Associate's degree completed

Responsibilities

• Oversee day-to-day claims management with focus on accuracy, efficiency, and customer satisfaction.
• Lead training, coaching, and quality assurance within the team.
• Collaborate with cross-functional teams to address sensitive escalations and drive risk mitigation strategies

Skills

Leadership

Claims management

Risk mitigation

Customer support

Communication skills

Education

Bachelor's or Associate's degree

Job description

COL | Distrito Capital de Bogotá | Autopista Medellin Km 1.5 Vereda (Offices), Vuelta Grande

Full time

J0108178

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.

If you are a compassionate, results-driven leader dedicated to protecting customer trust and driving team excellence, we encourage you to apply today and make an impact with Iron Mountain!

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

Requisition: J0108178