Customer Care Lead

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 Customer Care Team Lead to join our Customer Services & Support team. In this role, you will be responsible for leading a team of associates to ensure exceptional service delivery, monitoring daily performance metrics, and coaching team members to meet and exceed productivity standards.

What You’ll Do
In this role, you will:

• Manage daily operations: Generate and distribute productivity reports to manage work distribution and ensure all customer follow-ups and account profiles are maintained accurately.
• Collaborate for excellence: Work closely with the Leadership Team and fellow Team Leads to identify performance gaps, support improvement plans, and align on departmental goals.
• Ensure high standards: Conduct regular coaching sessions to maintain quality of work and ensure all team activities comply with organizational standards and service level agreements (SLAs).

What You’ll Bring
The ideal candidate will have:

• 3+ years of experience in a customer service leadership or supervisory role.
• Strong knowledge of CRM systems (Salesforce), Microsoft Excel, and records or data management industries.
• Proven ability in problem-solving and stakeholder management, with the capacity to resolve complex customer concerns and internal process issues.
• High School Diploma or GED required; Bachelor’s degree preferred.

What We Offer

• Salary details: $50K
• Location: Remote - Georgia.
• Generous paid time off and holidays.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.

Category: Customer Support