Trust & Safety Specialist

Step into a new era of innovation and legacy with Clutter. We’re thrilled to join forces with Iron Mountain, a bold move that pushes storage solutions to new horizons. By teaming up, we’re rewriting storage norms, merging our future-focused mindset with Iron Mountain’s industry expertise. Join us to be a part of the global storage revolution.

Clutter is your ultimate destination for moving and storage. Our cutting-edge technology offers the most affordable, flexible, and dependable service nationwide. With our seamless logistics platform, we’re disrupting the $60B/year self-storage and moving industries.

Our mission is simple: to make lives more convenient, letting you enjoy what you love. We’re devoted to stress-free, affordable services, achieved through exceptional people, smart tech, and pristine spaces.

Driven by convenience, security, and flexibility, we’re not just archiving documents – we’re crafting personalized storage experiences. Our goal is to simplify lives and protect what truly matters. Stay updated on our innovations, unique insights, and the chance to reshape storage standards. Experience a career that blends innovation and legacy – welcome to Clutter, now seamlessly integrated with Iron Mountain.

Embark on a transformative journey where challenges fuel opportunities, change is constant, and together, we redefine storage’s core.


Our Trust & Safety Specialists are analytic, passionate about resolving complex issues and operate well under pressure. This team is responsible for resolving all customer claims, escalated disputes, and social media risk with accuracy and professionalism. Trust & Safety Specialists will utilize all forms of communication to resolve customer claims & concerns. We are looking for a detail-oriented Trust & Safety Specialist to join this collaborative, fully-remote team. This is an hourly position that may require overtime, depending on the needs of the business. This fully remote position reports to the Trust & Safety Supervisor.


$24.00 per hour starting pay

Schedules – Five 8.5 hour (.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.

Competitive vacation, uniform sick, and holiday time-off policy

Health Benefits for you and your family (Medical, Dental, and Vision)

Equipment – A Mac laptop and headset for work use

Flexibility to work remotely from any of the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, KS, KY, LA, MA, MD, MI, MN, MO, NB, ND, NJ, NV, NY, OH, OK, OR, PA, SD, TN, TX, VA, WA, WI


Provide support throughout the claims process and own monetary compensation escalations via phone or email

Investigate and evaluate customer damage/lost Item claims and provide 100% accurate claim settlements

Investigate and evaluate customer issue claims and provide resolutions that balance profitability, risk mitigation, and the customer experience

Build rapport and demonstrate empathy in all customer interactions.

Monitor Clutter’s social media presence, moderate comments and provide support for customers who post on Yelp, Twitter, Instagram, GMB, BBB, Consumer Affairs, T.P. & GroupOn

Address and respond to Customer Debit & Credit Disputes

Mitigate risk via inbound call transfers from the Clutter Customer Experience Team

Completion of paid training in the first week of employment is a requirement


Bachelor’s or Associate’s degree

Availability to work on weekends required

1 year of experience in claims or trust & safety (preferred – not required)

Passion for technology and respect for the process

Self-starter, possesses flexibility to work in a fast-changing environment with flexible shifts and ambiguous situations

Strong communicator who enjoys building rapport with customers and resolving complaints

Experience or understanding of how to work and collaborate with a remote, distributed team


Be part of an ever evolving global organization focused on transformation

Have a support system where you have a safe place to voice your opinion and share feedback

Open space to be creative, strategize, brainstorm, and plan for the future success of IRM

Global connectivity to learn from 27,000+ teammates across 63 countries

Be part of a winning team who embrace diversity, inclusion, and our differences

Clutter, now an Iron Mountain company, is committed to fostering a diverse & inclusive work environment, where each team member is empowered to bring their whole self to work. We believe that diverse teams are more successful and that experience comes in many flavors. We are, of course, an equal opportunity employer, but we see that as the floor set by law and not the ceiling. Come join us.

Reasonably expected salary range: $46,100.00 – $57,600.00

Category: Customer Support


Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here .

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

Requisition: J0071221