Senior Team Lead

Who Boundless is

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 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, we’ve aided over 100,000 individuals in their quest for U.S. residency. 

We're 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.

What You Will Do

In this role, you will: 

• Manage and oversee Anti-Rejection Check (ARC) Team daily operations, ensuring tasks are completed efficiently, on time, and in line with policies while maintaining the highest productivity
• Prepare reports, track KPIs, and monitor business performance to ensure production quality meets the highest standard
• Handles customer’s escalations (Level 1-2) autonomously, escalating when necessary
• Resolve internal issues and operational challenges effectively
• Assist in strategic service and quality related decision-making
• Guide and support new ARC members, ensuring performance goals are met
• Lead assigned projects and drive process improvements
• Ensure smooth information flow between team members and upper management

Other responsibilities include:

• Track, assess, and provide feedback on employee performance
• Communicate ARC team priorities with other departments leaders and stakeholders
• Support hiring by participating in interviews
• Assist and provide coverage for the ARC Team Manager when needed

 Who You Are

• We are looking for Shift Team Leads with a proven track record in quality control, performance monitoring, and service level enhancements. The ideal candidate can work independently with minimal supervision and consistently achieve top results in our performance-related KPI metrics. As our customer base continues to grow, we need passionate leaders who are able to effectively prioritize issues and successfully manage multiple projects without decreasing performance. Your advanced knowledge of US immigration best practices, including UPL, and Boundless or RapidVisa processes is highly desirable for this role.
• You should thrive in a fast-paced industry and have a strong drive for progression and success in your career and those that you lead with an ability to provide high-quality support and feedback.  Your ability to excel in this role will be evident in your enthusiasm for engaging with customers from diverse backgrounds, actively listening to their concerns and effectively resolving their issues.
• You possess strong English-language communication and problem solving skills coupled with coaching abilities to effectively convey our customer’s needs to the relevant teams within Boundless | RapidVisa. 
• Your proven track record of success in process management and a displayed technical aptitude, preferably an intermediate data analysis skills, including experience working with Excel or other data visualization software, to correctly identify trends and propose solutions across all CS functions.
• We need leaders who have proven critical thinking skills, with an ability to consistently deliver high-quality results, efficiently resolve customer issues, and provide personalized, hands-on support with a high level of independence. This role will closely work with Managers as a thought partner in developing improvement strategies for the company.
• A Senior 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 strong leadership skills to mentor and train Junior Team Leads and potential leads. 
• 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

• 2++ years of experience leading support teams in a fast paced environment, preferably in SaaS and/or a start-up environment or at least 2 years experience as Team Lead I in a company.
• A proven track record of success in process management and a displayed technical aptitude
• Experience working with Excel, Tableau, and/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!