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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

The opportunity:

Our Trust & Safety Specialists are analytic, passionate about resolving complex issues and operate well under pressure. This team is responsible for resolving all customer claims, escalated disputes, and social media risk with accuracy and professionalism. Trust & Safety Specialists will utilize all forms of communication to resolve customer claims & concerns.  We are looking for a detail-oriented Trust & Safety Specialist to join this collaborative team. This is an hourly position that may require overtime, depending on the needs of the business. 

What you’ll do:

Provide support throughout the claims process and own monetary compensation escalations via phone or email

Investigate and evaluate customer damage/lost Item claims and provide 100% accurate claim settlements

Investigate and evaluate customer issue claims and provide resolutions that balance profitability, risk mitigation, and the customer experience

Build rapport and demonstrate empathy in all customer interactions.

Monitor Clutter’s social media presence, moderate comments and provide support for customers who post on Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn

Mitigate risk via inbound call transfers from the Clutter Customer Experience Team

Own personal claims and ticket CSAT performance to contribute to positive team KPIs and SLA adherence

What we're looking for:

Availability to work on weekends required

At least 1 year of experience in claims or trust & safety 

Passion for technology and respect for the process

Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations

Strong communicator who enjoys building rapport with customers and resolving complaints

Experience or understanding of how to work and collaborate with a remote, distributed team

Fluency in English is required

Strong written and verbal communication skills

Category: Customer Support