Customer Care Supervisor

About the role

Iron Mountain is seeking an experienced Trust & Safety Supervisor to join its Customer Experience team. You will manage day‑to‑day claims, mitigate customer risk, and handle complex escalations with empathy and accuracy.

Key responsibilities

• Oversee team performance, ensuring accuracy, efficiency and high customer satisfaction while managing complex claims and authorising settlements within budget guidelines.
• Collaborate cross‑functionally with stakeholders to address sensitive escalations, theft allegations and present risk‑mitigation strategies.
• Maintain compliance and operational quality through continuous audits, KPI tracking and updating knowledge‑base documentation.

Required profile

• Minimum 2 years experience in claims or trust & safety and at least 1 year of leadership in customer support or claims management.
• Strong knowledge of Household Goods Mover compliance regulations and fluent written and verbal English.
• Bachelor's or Associate's degree.

Required skills

• Experience resolving complex customer claims.
• Ability to manage multiple priorities under tight deadlines.

What we offer

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