Associate

About the Role

Iron Mountain is seeking a detail-oriented Customer Care Specialist to join our Global Customer Care team. In this role, you will be responsible for overseeing the end-to-end destruction process on customer requests, resolving billing inquiries, and driving workflow improvements to reduce errors and escalations. You will join an agile, customer-centric global team dedicated to delivering seamless service transitions and exceptional customer support across multiple regions.

Key Responsibilities

• Manage Destruction Operations & Account Closures: Oversee the secure destruction process and inventory returns from start to finish, addressing customer inquiries, managing destruction billing requirements, and ensuring seamless service transitions.
• Drive Cross-Functional Collaboration & Process Optimization: Partner with internal Sales, Customer Support, Contracts, and Billing teams, as well as upstream and downstream Customer Care units, to resolve escalations and implement innovative process improvements across global regions.
• Ensure Regulatory & Policy Compliance: Maintain accurate, complete documentation of all customer interactions and destruction activities in strict accordance with Iron Mountain operating procedures, data protection standards, and industry regulations.

Requirements & Tech Stack

• Proven professional experience in customer care, account support, or customer service operations.
• Strong technical and functional knowledge of Salesforce Customer Relationship Management (CRM) platforms, billing systems, and service delivery workflows.
• Demonstrated problem-solving and cross-functional communication skills, with the ability to empathize with customers and partner with global stakeholders.
• A Bachelor's degree in Business Administration, Communications, or a related field (or equivalent practical work experience).