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.
We're backed by influential early-stage venture investors around the country, including Foundry Group (led by Brad Feld), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and are well-capitalized for our upcoming growth.
About the Las Vegas Customer Operations Team
The Las Vegas Customer Operations team is responsible for executing a comprehensive quality analysis of customer immigration petitions. Members of this team manage assigned caseloads, aiding our customers in navigating the complexities of the U.S immigration process, ensuring their application is prepared to current government standards and acting as a liaison between our independent contractor immigration attorneys and the customer. The team works across our two brands Boundless and Rapid Visa, ensuring best-in-class customer service on tight deadlines.
About the role:
We are looking for an experienced manager to lead our customer-facing teams on the Boundless side of our business. This role will oversee the final and most critical segments of our customer journey including the execution of our quality analysis process and associated customer follow-up, ensuring a best-in-class customer service experience. Reporting to the Head of U.S Operations, this individual will help inform capacity planning, workflow and process evolution, and track and report on team performance against set KPIs. This individual will manage and coach two team leads who are responsible for ensuring quality and compliance standards as well as CSAT and SLA goals are met in order to maintain an efficient and effective process.