Customer Support Specialist
About Borderless
Borderless is simplifying the complexity of global immigration, starting with the UK.
Immigration is one of the most important - and most broken - systems in the global economy. It’s shaped human history, yet businesses and individuals hit friction at every turn, and government policy lurches with the political cycle.
Our vision is simple: a world where borders are no longer barriers, empowering the ambitious, wherever they are.
Backed by Entrepreneur First and Backed.VC , we’re already supporting 600+ businesses, 15,000+ workers and scaling fast into new sectors and markets.
Around 25% of our workforce is sponsored, and we proudly offer visa sponsorship as part of our hiring process.
Role: Why this role matters
We’re looking for a Customer Support Specialist to join our frontline Experience Team and be the first line of defence for our customers. This is a high-impact role at the heart of the business — ensuring customers get fast, thoughtful, and high-quality support while helping us continuously improve our product and internal processes.
You’ll work closely with Customer Success Managers (CSMs), Product Operations, and Engineering to triage incoming support requests, resolve issues quickly, and identify patterns that improve the overall customer experience. You won’t just be closing tickets — you’ll be shaping how we deliver support at scale.
Success Definition
6–12 Month Outcomes:
You will be measured on both speed and quality of customer experience:
Improve average first response time across tickets
Improve median resolution time per customer conversation
Maintain or increase Customer Satisfaction (CSAT) scores
Reduce repeat contacts by improving first-time resolution quality
Act as a reliable first point of contact for customer issues and escalation prevention
Top 3 Priorities:
Own the problem and the solution
Take full ownership of customer issues from first message to resolution or escalation
Ensure no customer feels “passed around” without clarity or progress
Look out for the person next to you
Support CSMs by removing noise and handling frontline queries efficiently
Act as a buffer so CSMs can focus on high-value customer relationships and strategy
Be obsessed with great customer experience
Go beyond ticket resolution — ensure customers feel heard, supported, and valued
Proactively identify friction points and feed them back into Product Ops and Product teams
Spot patterns in Intercom and escalate inefficiencies in workflows or product experience
Day to Day:
Triage and manage incoming tickets via Intercom
Respond to customers quickly and clearly, maintaining high-quality communication standards
Call customers directly when needed (especially for urgent, complex, or sensitive issues)
Tag, categorise, and route issues correctly for Product Ops and Engineering visibility
Identify recurring issues and proactively flag to Product Ops
Collaborate closely with CSMs to ensure seamless customer experience across touchpoints
Contribute to improving internal support workflows and documentation
90-Day Ramp:
30 days:
Shadow CSMs and support team to deeply understand customer journeys and common issues
Learn Intercom workflows, tagging systems, and escalation paths
Begin handling live tickets independently with guidance
Deliver early quick wins in response quality and speed
60 days:
Fully proficient in handling the majority of support queries independently
Confidently triage, resolve, and escalate across systems
Begin identifying recurring issues and feeding structured feedback to Product Ops
Demonstrate consistent improvement in CSAT and resolution efficiency
90 days:
Fully autonomous in day-to-day support execution
Recognised as a reliable first point of contact for customers and internal teams
Actively driving improvements in workflows and customer experience
Strong understanding of product friction points and operational inefficiencies
What Great Looks Like
Must-Have Capabilities:
Strong communication skills — confident on phone, chat, and written support
Comfortable using ticketing systems (e.g. Intercom or similar)
Proactive mindset — doesn’t just solve the ticket, but looks for what’s behind it
Curious and fast learner
Customer-obsessed — genuinely cares about user experience and product quality
Comfortable escalating or picking up the phone when needed
Naturally asks follow-up questions like: “Is there anything else I can help with?”
Ideally 1+ year in a frontline support, call centre, or customer-facing role
Nice-to-Haves:
Experience in SaaS or fast-paced startup environments
Exposure to product teams or operational workflows
Interest in moving into Product, Operations, or Customer Success
Failure Modes:
Treating support as purely transactional (“close the ticket and move on”)
Avoiding phone conversations or complex customer interactions
Not escalating or surfacing recurring issues
Lack of curiosity about why problems are happening
Growth & Progression
This role is designed as a launchpad into two clear career paths within Borderless:
Customer Success Manager (CSM) If you are most excited by building relationships, working closely with customers, and owning long-term customer outcomes.
Product Operations Manager If you are most excited by systems, workflows, automation, and improving how the business operates at scale.
We actively support progression in either direction depending on your strengths and interests.
Interview Process
30-minute screening call with Talent
30-minute interview with Hiring Manager including a live task
30 minute Final onsite interview
Benefits
3 days in office, 2 days remote
Monthly company in-office lunches
Monthly company team events
✈ Annual offsite (our last one was in Palma!)
⚕️ Comprehensive private medical insurance
Holidays & Remote Work
✈ 25 days holiday each year + 3 days between 25th December and 31st January, plus bank holidays
1-week work-from-anywhere policy
Growth & Development
£500 annual Learning & Development budget
6-month performance reviews and promotion opportunities
Equipment & Other Perks
️ Laptop and peripherals — whatever you need to work effectively
Cycle to Work scheme
Employer pension contributions via Smart Pension
Access to Spill (mental health support)
Gym in Shoreditch Exchange
☕️ Onsite barista
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