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/Team + Authorize and manage claim settlements & within the framework of the QoS budget + Mitigate Risk associated with Social Media review/posts + Manage theft accusations and notify the appropriate stakeholders + Manage executive complaints, reviewing the issue with stakeholders, presenting and executing risk mitigation + Manage/Create Workramp KB to ensure documents are updated and accurate + Set scheduling, approve or deny vacation requests + Assist in hiring or promoting new Trust & Safety Specialists + Provide feedback & recommendations to Level 5 and above in regards to individual & team performance + Complete biweekly 1:1 & weekly team meetings + Work across organizations to mitigate risk & solve problems + Uphold and represent the Clutter Core Values + Perform constant claims & ticket CSAT audits to achieve team KPIs + Conducts CSAT Action Plans for claims & ticket issues to achieve team KPIs + Host weekly business review meetings with Clutter leadership to check in on metrics and help needed + Processes and approves offline and PayPal claims payments through Bill.com server What we're looking for: + Completed Bachelor's or Associate's degree + At least 2 years of experience in claims or trust & safety + At least 1 year of customer support or claims leadership experience + Demonstrated success resolving complex customer claims + Knowledge of Household Good Mover Compliance regulations + Ability to handle multiple priorities and meet deadlines in stressful situations + Flexibility to work in a fast-changing environment with priority shifts and ambiguous situations + Fluency in English is required + Strong written and verbal communication skills Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected]. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE **Requisition:** J0090222 Required Skill Profession Other General