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.
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.
Skills Required
- 8+ years of experience in customer service or related roles
- At least 12 months in a senior or leadership capacity
- Strong knowledge of omni-channel customer support environments
- Proven ability in resolving complex customer issues
- Excellent communication and coaching skills
Iron Mountain Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Iron Mountain and has not been reviewed or approved by Iron Mountain.
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Inclusive Benefits Coverage — Inclusive, modern offerings are emphasized, including support for mental health, gender‑affirming care (with travel/lodging where needed), and family‑planning benefits. Recognition for disability inclusion is also highlighted, which aligns with accessible benefits and leave support.
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Retirement Support — A formal 401(k) program is described with automatic enrollment and a clear employer match structure, with immediate vesting referenced in the materials. Access to supporting infrastructure and guidance is noted through dedicated benefits portals and administrators.
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Healthcare Strength — Multiple national medical plan options are outlined, along with care navigation, virtual primary care, and pharmacy coverage. Additional wellbeing support is described via EAP services and structured wellbeing programming.
Iron Mountain Insights
What We Do
Iron Mountain Incorporated (NYSE: IRM) is the global leader for storage and information management services. Trusted by more than 220,000 organizations around the world, Iron Mountain boasts a real estate network of more than 80 million square feet across more than 1,350 facilities in 45 countries dedicated to protecting and preserving what matters most for its customers. Iron Mountain’s solutions portfolio includes records management, data management, document management, data centers, art storage and logistics, and secure shredding help organizations to lower storage costs, comply with regulations, recover from disaster, and better use their information. Founded in 1951, Iron Mountain stores and protects billions of information assets, including critical business documents, electronic information, medical data and cultural and historical artifacts.
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