<link id='css--app'rel="stylesheet" href="/dist/css/app.min.css"> Opportunities – Trilogy

Opportunities

Customer Success Specialist at Boundless
Las Vegas, NV, US

Our Company:

At Boundless, we’re breaking down the barriers of the immigration system. We’re a team of immigrants and specialists 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. 

As a Customer Success Specialist you will give our customers a great experience by focusing on application reviews, quality assurance, and document assembly before they are shipped to the USCIS. The operations team works across our two brands Boundless and Rapid Visa, ensuring best-in-class customer service on tight deadlines.

About the role:

Based out of our Las Vegas office, as a Customer Success Specialist, you are the trusted resource on government forms, documents, and processes related to Boundless products and responsible for guiding a caseload of assigned customers through the entirety of their application process. You will optimize for quality and speed, prioritizing swift customer movement through our end to end QA process. As experts on our product workflow, we will look to you to escalate customer issues as necessary, and identify ways in which we can improve the customer journey. As a Customer Success Specialist, you will utilize your attention to detail and organization skills along with your strong communication and problem solving skills to create a positive customer experience. 

Responsibilities include:

  • Be a trusted expert on Boundless Immigration products, and their associated processes
  • Manage a caseload of customers, QA their petitions per Boundless SLA, providing clear, high quality feedback to ensure timely corrections
  • Manage towards individual performance metrics including CSAT, SLAs and customer engagement metrics 
  • Be a key collaborator with our independent attorney network and internal legal resources; Work closely with them to answer customer questions and resolve customer issues
  • Review and determine recommendations to strengthen customer petitions pre-legal review

About You: 

  • Keen attention to detail and process
  • Experience working in a fast-paced environment
  • Drive and initiative to understand the full process and scope of the Boundless and Rapid Visa products
  • Exceptional verbal and written communication skills
  • Eagerness to learn about the immigration process
  • Strong problem-solver and ability to identify when issues need escalated
  • Proficient in the Google Suite and email communication

About the Boundless Operations team:

The Operations team is both customer-facing and operationally driven. Our team serves as the point of contact for our customers, ensuring a best-in-class customer experience while they navigate the process of completing their immigration petition. They also are responsible for effectively managing workflow operations to ensure that customers are able to move through the process, and encounter minimal wait times. 

Benefits of working for Boundless 

As an early-stage company, we have a unique opportunity of creating the type of work environment we have always wanted to work at. Much like everything at Boundless, we are always looking for ways to improve and make it a place where everyone can do their best work. Here are just a sample of what we offer for members of the team:

  • Full medical, vision, and dental benefits
  • Competitive pay and employee equity program
  • 4 weeks annual PTO accrual
  • Office snacks
  • Prioritized mentorship and development
  • Wellness and continued learning stipends
  • Annual performance reviews with opportunities for compensation increases