Customer Support Specialist

About Borderless

At Borderless, we're building a world where borders are no longer barriers - where anyone can move anywhere, seamlessly and safely. Founded in 2023, we've helped 600+ UK businesses and 15,000+ individuals navigate the complexity of immigration. Powered by technology and supported by an expert team, our platform removes the friction of Home Office compliance, visa processing and sponsor licence applications, making immigration faster, simpler and more accessible for everyone. Backed by Entrepreneur First and Backed.VC, we're scaling fast and in 2026 expanding into new sectors and markets to further accelerate our growth. 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:

1. 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

2. 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

3. 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