Customer Support Lead, Boundless
More information about location
Global employment platform
Job no longer available
Global employment platform
21-100 employees
Job no longer available
More information about location
21-100 employees
Company mission
To simplify the process of global employment, taking care of legal and compliance issues that come with employing people in other countries.
Role
Who you are
- Customer Support Experience: Proven experience in providing friendly and empathetic customer support, with a focus on building positive relationships and ensuring customer satisfaction
- Excellent Communication and Ownership: Exceptional verbal and written communication skills, adeptly conveying intricate technical details in a clear manner. Display a patient and supportive tone in customer education, embodying a strong presence as the face of the company
- Data Analysis: Demonstrated ability to leverage data for customer insights and support improvements, with an aptitude for analyzing trends and patterns to enhance the customer experience
- Product-Minded Approach to Customer Experience: Proactive attitude towards improving product features to enhance customer engagement and satisfaction
- Learning & Development: A commitment to ongoing learning and development in the areas of customer experience, product & service knowledge, and data insights
Desirable
- Have a solid understanding of HR and Payroll processes
- Are passionate about the future of work and remote working
- Have experience with and a love for fast-paced, entrepreneurial start-up environments
What the job involves
- As the foundational Customer Support Lead at Boundless, you will be responsible for providing friendly and efficient support to our customers, helping them effectively use our HR and payroll software solutions
- Your main goal will be to build a relationship with customers, while serving as the main point of contact for any queries related to HR, payroll and employment policies as well as any technical issues that affect the platform
- A typical day will see you responding to customer inquiries via email, phone, and other communication channels, demonstrating a high level of professionalism and product expertise
- Additionally, you will collaborate closely with the product and engineering teams to leverage customer feedback for continuous product improvement
- Serve as the primary point of contact to build strong relationships with Boundless customers (both with businesses and their employees), becoming the company's face and advocate
- Maintain a consistent approach in every customer interaction, ensuring that your actions reflect our commitment to excellent service
- Be the owner of educational resources, such as help center articles, internal documentation, and user guides to be used in customer self-service flows
- Respond to customer inquiries related to HR, payroll and employment policies as well as any technical issues that affect the platform
- Actively triage and escalate complex issues to relevant teams, making sure to follow the cases until they are resolved
- Participate in onboarding calls and walk customers through the Boundless platform, ensuring a smooth and inclusive transition onto our software
- Collect customer feedback and report trends to leadership, highlighting opportunities for product enhancement and service improvement
- Advocate for product improvements that address diverse customer needs and actively collaborate with product and engineering teams to fully understand opportunities/dependencies
- Manage product marketing initiatives on Intercom by overseeing customer messaging resulting from email announcements, ensuring messages are clear, timely, and catered to our audience's needs
Our take
International working environments are ever more commonplace. With this comes a larger talent pool and more diverse workforce. However, this also means that companies and employees have to navigate international employment and compliance laws, as well as HR and payroll obstacles. Boundless aims to solve the difficulties for small and mid-size businesses with a solution that removes the common barriers to growing teams internationally.
Boundless aims to simplify administration and legal issues for companies with international teams through its platform, which handles payroll, taxes and HR compliance in a single place. Its expertise in handling international employment has attracted a steadily growing customer base which includes firms such as CitySwift, Next 15 and Fund Recs.
Many companies continue to transition to remote work (or begin that way) and require international compliance. This will mean Boundless has an ever-growing market to dominate, and it will hope to build on the strong position it finds itself in.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Feb 2022
$1m
SEED
Jun 2021
$2.9m
SEED
Total funding: $4.8m
Company benefits
- We ‘eat our own dog-food’! Boundless is a remote-first team. That means that you can work remotely from any of the countries that Boundless supports, and you will enjoy the security of having full, compliant employment
- Time Off - Everyone in the team is entitled to 41 paid days off per year (including public holidays, 4 company days off, and birthday leave). Your well-being is a high priority. You are encouraged to use this allowance and have a proper break to recharge your batteries!
- Flexible working hours - We work a standard 8 hours day but our core hours are 11.00-15.00 Dublin time, where you are expected to be contactable - leaving you to fit in the remaining 4 hours whenever works best for you. At Boundless, we want our work to fit our lifestyles. We don’t believe in counting hours and we want everyone to focus on goals and achievements instead. We know that everyone has different needs when it comes to how they work, when they’re most productive, and how they manage their life. We’re all responsible adults, and we trust each other
- Location flexible - We employ people all over the world, and you’re free to work from any of the countries where Boundless supports employment
- Career Growth - As one of the earliest marketing hires, your potential for growth is limitless. You will have plenty of room to feel as empowered as you would like. As time goes by you will be given the chance to take on more responsibilities and progress into a more managerial role
- WFH/Co-work Stipends - We contribute to the costs of home-working, or will provide you with a budget so that you work from a co-working space if you prefer not to work from home
- Generous Equipment/Hardware Budget - We’ll make sure you have the tools you need to do your best work
- Employee Assistance Program - Your emotional wellbeing is important. We’ll provide you with paid-for access to mental health supports
- Personal development budget - Annual budget to attend courses, training sessions, events, meet-ups and conferences. We’ll invest in your development, and support you as you progress over time
- Team socials & retreats - Monthly online team socials & International in-person team retreats three times a year (when Covid restrictions allow)
- Employee share options - It’s important that everyone shares in the company’s success, and so all team members benefit from our employee share options pool
- Health insurance - We will contribute up to €100 pcm to your private medical insurance
Company HQ
Dublin, Ireland
Leadership
Dee Coakley
(CEO & Co-Founder)Over 10 years experience as COO, scaling B2B SaaS businesses. Experienced the operational challenges of establishing employees in new countries, which lead to the founding of Boundless.
Emily Castles
(CPTO & Co-Founder)Began professional career as a Civil Engineer before transitioning to software 10 years ago. Has managed distributed teams throughout their career, previously serving as Head of Engineering at Bizimply.
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