About Borderless

We believe in a world where borders are no longer barriers, where anyone can move anywhere, seamlessly and safely.

Since launching in mid 2023, Borderless has scaled to over 400 UK businesses and has supported thousands of individuals across industries such as healthcare, construction, technology & finance.

Our platform streamlines the UK sponsorship process, automating what used to be a slow, complex & expensive process with modern technology backed by an expert team.

We’re backed by some of the UK’s leading investors (Entrepreneur First and Backed.VC) and growing quickly.

Location

We are based in Hoxton, London and operate an “office-first” hybrid model:

• We have 3 days in the office per week (Monday, Tuesday, Thursday)
• We’re big believers in the benefits of an in-person culture, read about why here

About the role

We’re looking for an engaging, results-driven Customer Success Lead to drive our efforts in enhancing customer experiences. In this key leadership role, you'll shape the future of our Customer Success (CS) function by delivering exceptional service, fostering deep relationships, and leading a growing team. You'll coach and develop your reports to excel in their roles while collaborating with internal teams to streamline processes, enhance engagement, and improve service delivery.

What will you be doing?

In this role, you will oversee post-sales processes like customer onboarding, activation and ongoing relationship management, ensuring that our customers understand and fully leverage our platform. To do this, you’ll need to collaborate continuously with our operations, immigration and support teams.

You'll be responsible for ensuring a smooth transition for every customer through their sponsorship journey, proactively addressing customer concerns and finding up/cross sell opportunities.

With a focus on data analytics, you’ll identify trends, optimise processes, and enhance customer interactions to reduce churn and increase satisfaction.

Your key responsibilities will include:

• Customer Management: Build and nurture relationships with key clients, ensuring they receive top-tier service and get maximum value from our offerings.
  
• Team Leadership: Act as a player-coach, managing accounts, joining key meetings, and coaching the CS team to enhance their performance.
  
• Process Optimisation: Continuously refine onboarding and account management processes to reduce errors and improve efficiency.
  
• Data Analysis: Develop and utilise reporting frameworks to track customer engagement and satisfaction, providing insights that drive improvements.
  
• Cross-functional Collaboration: Work closely with immigration advisors, support, operations, and sales teams to ensure seamless service delivery.
  
  

  You should apply if:
  

• Customer-Centric Mindset: Proactively address customer needs, ensuring quick and effective solutions.
  
• Data-Driven Approach: Analyse data to uncover trends and drive strategic decisions that enhance customer satisfaction.
  
• Strong Communicator: Simplify complex processes and ensure clear, concise communication with customers.
  
• Commercial Acumen: Demonstrate a track record of driving CS improvements that impact revenue and customer retention.

Interview Process

1. 30 min screening call with the Talent Team. 
2. 30 min interview with the Hiring Manager, Matt (CEO)
   
3. 30 min interview with Senior Customer & Operations Manager. 
4. Take home exercise followed by onsite presentation in office with key team members.
   

Company Benefits

Company Culture & Socials

🏢 3-4 days in office, 1-2 days remote

🌮 Monthly company in office lunches

🕺 Monthly company team events

✈️ Annual offsite (our last one was in Lisbon!)

Holidays & Remote Work

✈️ 25 days holiday each year + plus bank holidays

🏖️ ~6 half days each year, for personal or company socials

📞 1 week work from anywhere policy

Growth & Development

📚 £500 annual Learning & Development budget

📈 6 month performance reviews and promotion opportunities

Equipment & Other

💻 Laptop, peripherals - whatever you need to work effectively

🚲 Cycle To Work scheme

💰 Employer contributions via Smart Pension

We’re inclusive and value multiple perspectives, recognising diverse teams make better decisions. We welcome all applicants from people of all races, ethnicities, religions, gender identities, sexual orientations, ages, abilities, and life experiences.