Supervisor Customer Care

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.

Iron Mountain is seeking a motivated and experienced Supervisor Customer Care to join our Customer care team. In this role, you will be responsible for the day-to-day operations of the Customer Success teams, ensuring that workflows meet and exceed agreed service level agreements (SLAs) while maintaining service and cost parameters.

You will lead a dynamic team of 10-15 analysts and specialists, fostering a high-performance environment focused on a seamless customer journey.

• Lead and optimize daily operations: Manage a team of Customer Success professionals to ensure all key performance indicators (KPIs) and service level agreements (SLAs) are consistently exceeded through proactive performance management.

• Collaborate for continuous improvement: Work closely with Quality Improvement, training, and internal stakeholders to identify operational improvements and implement technologies like Robotic Process Automation (RPA) to enhance productivity.

• Ensure operational excellence and compliance: Manage complex escalations by conducting Root Cause Analysis (RCA), implementing corrective actions, and maintaining documented standards to ensure a professional and secure customer experience.

• Significant experience in customer service: 2 years of experience as a Supervisor Customer Care.  A proven track record in contact centers or administrative environments, specifically managing high-performance teams.

• Advanced technical and analytical skills: Extensive experience using Excel or Google Sheets, with the ability to monitor team bandwidth and report performance metrics in real-time.

• Advanced English proficiency in speaking, reading, and writing is essential. (C1+ or higher).

• Strong leadership and communication: Proven ability to mentor, coach, and conduct performance reviews while maintaining professional relationships with key stakeholders and customers.

• Academic background: A Bachelor's Degree - Business Administration - Industrial Engineer or related fields. is required for this leadership position.

• Location: Bogotá, Colombia (Hybrid work model with autonomous teleworking and in-office presence).

• Shifts: Monday to Friday, with fixed schedules available from 8:00 a.m. – 5:00 p.m. EST or 11:00 a.m. – 8:00 p.m. EST.

• Competitive compensation and benefits aligned with your experience.

• Flexible work options to support your work-life balance.

• Comprehensive benefits including health, wellness, and retirement plans to support your total well-being.

• Opportunities for continuous learning and professional growth through development programs.

• Additional Perks: Technology equipment provided for remote work and transportation service available for in-office days (from Portal 80).

If you are a proactive leader dedicated to delivering excellence and protecting customer assets, we want to hear from you. Apply today to join the Iron Mountain team