Lead, Customer Success

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.

Job Summary

Iron Mountain is seeking an empathetic and experienced Customer Experience Lead to join our Customer Excellence (Service Management) team. In this role, you will be responsible for overseeing the daily operations of the Fresh Prints team, answering day-to-day questions, and resolving customer escalations with the highest level of professionalism.

The Customer Experience team serves as the front-line warriors of Clutter, dedicated to building strong customer relationships and driving satisfaction across B2C call center environments.

What You’ll Do

In this role, you will:

• Responsibility 1: Serve as the first point of contact for all Fresh Prints Specialists across Lines of Business (Calls, Chats, and Emails) to answer questions, provide feedback, train, and actively coach the team to achieve Key Performance Indicators.

• Responsibility 2: Collaborate with Customer Experience Leadership, team members, and stakeholders to resolve complex service escalations, enhance service processes, and step in to perform management duties when the reporting manager is Out of Office.

• Responsibility 3: Ensure compliance with organizational standards, policies, and procedures while reviewing team performance data to identify areas of opportunity and complete detailed performance reports.

What You’ll Bring

The ideal candidate will have:

• 8+ years of experience in customer service or related roles, with at least 12 months spent in a senior or leadership capacity.

• Strong knowledge of omni-channel customer support environments, including detailed performance reporting and execution of new product releases.

• Proven ability in resolving complex customer issues, managing multiple priorities in high-pressure situations, and guiding teams through ambiguous environments.

• Excellent communication and coaching skills to effectively convey team goals and identify areas for new training or skill checks.

Category: Customer Support