Customer Care Supervisor - Claims & Escalations

About the role

Iron Mountain, a provider of records and information management, digital transformation, data centers, asset lifecycle management and fine art storage solutions, is hiring a Trust & Safety Supervisor for its Customer Experience team. The role sits in a business-to-consumer contact center focused on protecting customer trust, and involves day-to-day claims management with an emphasis on customer risk mitigation, including highly complex and sensitive escalations.

Key responsibilities

• Oversee daily 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.
• Work cross-functionally with stakeholders and leadership on sensitive escalations, theft allegations and risk mitigation strategies, and host weekly business review meetings to evaluate key metrics.
• Maintain service quality through continuous claims and Customer Satisfaction audits, action plans to meet KPIs, and updates to the Workramp Knowledge Base so team documentation meets organizational and regulatory standards.

Required profile

• At least 2 years of experience in claims or trust and safety, plus at least 1 year of leadership experience in customer support or claims management.
• Completed Bachelor's or Associate's degree.
• Proven ability to resolve complex claims, manage multiple priorities under tight deadlines and adapt quickly in high-pressure, ambiguous situations.

Required skills

• Strong knowledge of Household Goods Mover compliance regulations.
• Fluency in English with exceptional written and verbal communication skills.

What we offer

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