Customer Experience 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.

Customer Success Team Lead (JD)

We are looking for a Customer Experience Team Lead to join Clutter’s CX Organization, which operates in a B2C remote call center environment. Customer experience is a critical part of Clutter’s overall product offering, which aims to make every customer’s life more convenient. The Customer Success Team Leader is responsible for overseeing daily management and preserving customer satisfaction from the pre-reservation stage to the start of the rental period, or day-of the appointment.  Clutter product knowledge, professionalism, training, coaching, and quality assurance are integral to this position and essential for Clutter’s success. This position reports to the Customer Success Manager.

• Act as the first point of contact for a Customer Success Specialists (Level II)
  • Answer questions, provide feedback, train, and actively coach CE Specialists
• Help coordinate and lead Core & Team Specific training for incoming Customer Success specialists
• Act as the first layer of escalation for any general customer service issues that may arise
• Help answer customer calls, chats, and emails as needed to achieve team KPIs
• Be a model of professionalism and confident optimism across the CX Org
• Ensure employees are clocking in/out on time and taking correct meal breaks
• Ensure policies, procedures, new releases or initiatives are being followed at all times
• Ensure quality by reviewing data (customer interactions, CSAT, etc.) to identify areas of opportunity
• Ensure the CE Specialists are full educating pre-reservation customers on Clutter services, policies and process to minimize future pain-points and maximize customer satisfaction
• Participate in hiring activities as needed
• Support CX Leadership and perform management duties when supervisor is absent or OOO
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
• Complete comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Develop CE Specialists  to maximize reservation to rental rate & increase customer satisfaction by upselling Clutter products (protection plans, supplies, unit size)
• Meet frequently with Customer Success Specialists for audit feedback, support, and live shadows (as needed)
• Uphold and represent Clutter & Iron Mountain’s Core Values

• Completed Bachelor's or Associate's degree
• At least 2 years of experience in a customer-facing role
• At least 1 year of customer support leadership experience (preferred - not required)
• Demonstrated success resolving complex customer issues
• 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

• 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.