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.
Clutter CX is looking for a Trust & Safety Supervisor [Level 4] to join Clutter’s CX Organization. The Clutter CX Org operates a B2C contact center environment. The Trust & Safety Supervisor is responsible for day-to-day claims management with an emphasis on customer risk mitigation. Managing highly complex and sensitive customer escalations with empathy, professionalism, while maintaining accuracy is essential to the role. The T&S Supervisor is responsible for training, coaching and quality assurance as we build out this function. Depending on the needs of the business, it may require 40 hr+ weekly. The position reports to the Trust & Safety Manager.
Schedules
Five 8.5 hour (0.5 unpaid lunch) shifts per week. Shift start times vary from 5:00am to 9:00am PST. The team operates 7 days a week, weekend shifts are typical and overtime may be required depending on business need. Shift start times and days of the week are scheduled based upon business need.
What you’ll do:
Manage and oversee the Accuracy, Efficiency, Customer Service & Work Environment of the Trust & Safety Specialists/TeamAuthorize and manage claim settlements & within the framework of the QoS budgetMitigate Risk associated with Social Media review/postsManage theft accusations and notify the appropriate stakeholdersManage executive complaints, reviewing the issue with stakeholders, presenting and executing risk mitigationManage/Create Workramp KB to ensure documents are updated and accurateSet scheduling, approve or deny vacation requestsAssist in hiring or promoting new Trust & Safety SpecialistsProvide feedback & recommendations to Level 5 and above in regards to individual & team performanceComplete biweekly 1:1 & weekly team meetingsWork across organizations to mitigate risk & solve problemsUphold and represent the Clutter Core ValuesPerform constant claims & ticket CSAT audits to achieve team KPIsConducts CSAT Action Plans for claims & ticket issues to achieve team KPIsHost weekly business review meetings with Clutter leadership to check in on metrics and help neededProcesses and approves offline and PayPal claims payments through Bill.com server
What we're looking for:
Completed Bachelor's or Associate's degreeAt least 2 years of experience in claims or trust & safety At least 1 year of customer support or claims leadership experienceDemonstrated success resolving complex customer claimsKnowledge of Household Good Mover Compliance regulationsAbility to handle multiple priorities and meet deadlines in stressful situationsFlexibility to work in a fast-changing environment with priority shifts and ambiguous situationsFluency in English is requiredStrong written and verbal communication skills
Category: Customer Support