Trust & Safety Supervisor: Complex Claims & Escalations

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

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.