Team Lead Customer Care

Responsibilities

• Lead and Coach: Guide, train, and support direct reports to deliver high levels of quality service, managing workloads and establishing clear performance targets.
• Collaborate and Resolve: Partner closely with internal supervisors and operational teams to research, analyze, and effectively resolve complex client service issues while implementing long-term solutions.
• Ensure Compliance and Reporting: Guarantee that standard workflow policies and procedures are followed consistently across the business unit, while maintaining accurate daily and weekly performance logs and metrics.

Requirements

• 1+ years of experience in Customer Service, Operations, or Contact Center environments (minimum of 6 months required for internal Iron Mountain applicants).
• Advanced English proficiency (Common European Framework of Reference for Languages: C1 level or above), featuring strong conversational, reading, and writing skills.
• Analytical Capability: Proven competence in analyzing operational metrics combined with intermediate proficiency in office productivity tools like Microsoft Excel and Google Sheets.
• Professional Adaptability: Strong communication, negotiation, and teamwork skills, with the ability to thrive and remain focused under pressure within dynamic environments. Technical or professional studies are preferred.

Benefits

Additional Information

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. Iron Mountain is seeking a skilled and motivated Team Lead Customer Excellence to join our Global Business Services team. In this role, you will be responsible for leading and guiding your team to deliver exceptional, high-quality service, monitoring operational compliance, optimizing daily service workflows, and driving a performance-focused culture centered entirely on enhancing the customer journey. As part of the Global Business Services team, you will collaborate with cross-functional internal units to streamline processes and elevate the overall client experience.

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