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Opportunities

Customer Success Specialist at Boundless
Las Vegas, NV, US

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 are now the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams, and becoming the first brand in an industry that has never had one before.

We're backed by influential venture investors around the country, including Foundry Group (led by Brad Feld), Emerson Collective (Laurene Powell Jobs’ foundation), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and Jerry Yang, and are well-capitalized for growth.

What you’ll do

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. You will be responsible for guiding a caseload of assigned customers through their most critical stage of their immigration process–focusing on application reviews, quality assurance, and document assembly before the petitions are shipped to the USCIS. You will utilize your attention to detail and organizational skills to optimize for quality and speed, prioritizing swift customer movement through our end-to-end QA process and providing an exceptional customer experience. 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. 

In this role, you will

  • Be a trusted expert on Boundless Immigration products and their associated processes
  • Manage a caseload of customers, QA their petitions per Boundless SLA/standards, providing clear, high-quality feedback and support to ensure timely corrections
  • Manage towards individual performance metrics including CSAT, SLAs, KPIs,  and customer engagement metrics 
  • Review and determine recommendations to strengthen customer petitions before the legal review
  • 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 in a timely manner
  • Independently work and think to adapt and evolve how we operate today vs tomorrow

Who are you

You have a keen attention to detail and process. You’re experienced working in a fast-paced environment, and are eager to learn about the immigration process. You have the drive and initiative to understand the full process and scope of Boundless and Rapid Visa products. You have exceptional verbal and written communication skills. You not only have previous experience in working in a customer-facing role, but you also have a passion for providing extraordinary customer experiences. You are a strong problem-solver with the ability to identify when issues need escalating. You are tech savvy, can learn new digital tools with ease, and are proficient in Google Suite and email communication. 

Why work for Boundless?

Boundless offers employees the unique opportunity to grow professionally as leaders in the online immigration industry while driving positive social change. Every employee is essential to achieving our core mission of empowering every family to navigate the immigration system more confidently, rapidly and affordably.  

We are trailblazers in the online immigration space because we aren’t constrained by convention - we think without bounds. Boundless is a place for employees who aren’t afraid to continuously try new things. We value a spirit of inquiry and look for individuals who thoughtfully ask questions and challenge ideas to move us forward, to understand the why. We encourage our employees to focus on outcomes over output and to address complex challenges with simple solutions. Boundless is all about ownership, accountability, and flexibility in how we approach our individual company roles, and the industry as a whole.