About Boundless Immigration
We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families through their entire immigration journey and their first ten years of life in a new country.Since 2020, Boundless has become the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams and becoming the first brand in an industry that has never had one before.We're backed by influential early-stage venture investors around the country, including Foundry Group (led by Brad Feld), Emerson Collective (Laurene Powell Jobs’ foundation), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and Jerry Yang, and are well-capitalized for years of growth.
What You Will Do
In this role, you will:
- Manage a team of tenured or higher-level Customer Success employees
- Support special projects that improve CS operations or processes as assigned by the Manager or Senior Team Lead
- Handle Level 2 Customer Escalations, in addition to Level 1, in all customer contact channels (call / email / chats) with the intent of resolving and providing great customer experience.
Other responsibilities include:
All of the responsibilities of a Team Lead I, plus:
- Manage and oversee the performance and output of every team member
- Generate regular reports for their department to help evaluate customer feedback, team performance, and key metrics.
- Support deep dives into data or feedback to provide insights to Team Lead I and/or Senior Team Lead on areas of improvements.
Who You Are
We are looking for Shift Team Leads with higher-level knowledge of US immigration best practices, including UPL, and with extensive knowledge in both Boundless and RapidVisa brands with the ability to work under limited supervision with a relative level of autonomy. As our customer base continues to grow, we need passionate leaders with proven capacity to exceed KPI metrics related to their performance.You should thrive in a fast-paced industry with the ability to effectively prioritize issues and successfully manage multiple projects at once without decreasing performance.
The ability to effectively de-escalate Level 2 customer concerns and provide high-touch customer support with autonomy, while knowing when to appropriately escalate further should be who you are. You possess strong communication and problem solving skills coupled with coaching abilities to effectively convey our customer’s needs to the relevant teams within Boundless | RapidVisa. You should have basic understanding of data analysis best practices and with proven critical thinking skills to identify trends from data and/or feedback to support recommendations for improvement. A Team Lead is a critical leadership role in our customer success operations. They identify themselves as key partners to the business as customer advocates and focus on impact in providing the best customer success coupled with leadership experience. Come and help us in being the best customer success organization we can be by leading a team of CSRs at Boundless Immigration!
What You Bring
- Preferably 1-2 years of experience leading support teams in a fast paced environment, preferably in SaaS and/or a start-up environment or at least 1 year experience as Team Lead I at company.
- A proven track record of success in process management and a displayed technical aptitude
- Experience working with Excel or data visualization softwares.
What We Offer
You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry. You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. Great company perks and benefits await you!
