Supervisor Customer Care

Iron Mountain; Ituango; On-site; COP 60,000,000 - 100,000,000; Full time

Benefits offered by this job

Health plan

Retirement plan

Learning & development

Job summary

Iron Mountain is seeking an experienced Trust & Safety Supervisor to join our Customer Experience team in Colombia. You will manage day-to-day claims with a focus on risk mitigation, handling sensitive escalations with empathy and accuracy, and driving training and QA initiatives.

You will lead cross-functional efforts, collaborate with stakeholders, and ensure compliance with regulatory guidelines while maintaining high service quality and Trust.

Qualifications

• 2+ years of experience in claims or trust & safety.
• At least 1 year of leadership experience in customer support or claims management.
• Strong knowledge of English with excellent written and spoken skills.

Responsibilities

• Oversee day-to-day claims management and risk mitigation.
• Lead training, coaching, and quality assurance initiatives.
• Collaborate cross-functionally to address escalations and improve metrics.

Skills

Claims experience

Leadership

English proficiency

Compliance regulations

Education

Bachelor's/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.

Category: Customer Support