Manager, Customer Support

Who Boundless Is

Were 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 and businesses. We are the largest player in the family immigration industry and a high-growth challenger serving corporate clients. Across both consumer and business segments weve aided over 100000 individuals in their quest for U.S. residency.

Were backed by influential venture investors around the country including Foundry Group (led by Brad Feld) Trilogy Equity Partners Pioneer Square Labs Emerson Collective (Laurene Powell Jobs foundation) Two Sigma Ventures and Jerry Yang.

Today we are a dynamic growth-stage technology company with 350 employees across the U.S. and Philippines. We are growing both organically and through strategic acquisitions. We are well-capitalized and positioned for long-term success.

Your Mission

The Manager Customer Support role at Boundless is a key role on our client success team and serves as a cornerstone in our commitment to delivering the industrys best client service.

As our Manager Customer Support you will lead and manage our Customer Support function driving strategic initiatives to delight our clients. You will oversee customer support for our B2B clients and technical support for all lines of business proactively anticipating and addressing our clients needs.

What You Will Do

• Develop and Execute a Strategic vision for the Customer Support function that aligns with Boundless objectives to leverage technology to decrease administrative and reactive work and scale with our rapid growth.
• Oversee the B2B Customer Support team including issue resolution and escalation customer satisfaction NPS and long-term retention by ensuring services are delivered efficiently expectations are managed effectively and client value is consistently demonstrated.
• Scale lead and coach a team of Customer Support Representatives including ICs and managers setting clear performance goals providing regular feedback and mentorship and fostering a culture of accountability collaboration and continuous improvement.
• Design and implement scalable support models and playbooks that standardize best practices define engagement strategies and ensure consistency in delivery across multiple account types and segments.
• Set and achieve Customer Support OKRs KPIs and SLAs ensuring excellence in customer satisfaction and retention and growth and using data to drive continuous improvement in team performance and partner experience.
• Manage technical support for our software platform serve as an escalation point for technical issues.
• Partner cross-functionally with Product Engineering and Customer Success to achieve surface patterns and improve our product through insights..
• Contribute to strategic account activities such as Business Reviews.

About You

• Customer obsessed leader driven by a great customer experience
• Self-motivated with passion for results
• Have the combination of customer experience excellence process-building skills leadership skills and the ability to collaborate cross-functionally
• Ability to apply product knowledge to improve processes and achieve customer satisfaction
• Superior communication skills (written/verbal) project management skills professional demeanor and sound judgment
• Comfortable with ambiguity and rapidly-changing environments
• Ability to travel to offices and client sites.
• Analytical and process-oriented mindset
• Thrive in a fast-paced industry and have a strong drive to prioritize client relationships experience and retention while maintaining quality standards and timelines
• Keen attention-to-detail with a sense of ownership in maintaining quality standards;
• Proven ability to effectively handle multiple tasks while prioritizing timely adherence to deadlines