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Communications Specialist
Boundless
4 days ago
On-Site
Full Time
Intermediate or Experienced
Cebu City, Cebu, Philippines
About The Job
Communications Specialist
Cebu, Philippines
About Boundless Immigration
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.
Since 2020, Boundless has become 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. In 2023, Boundless entered into employment-based immigration services by acquiring Bridge. With Bridge, Boundless provides a holistic solution to the immigration journey, addressing both corporate immigration strategies and the personal challenges faced by the global workforce and their families.
We're backed by influential early-stage 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 years of growth.
What You Will Do
In this role, you will:
- Partner with the Manager of Customer Success and Marketing Team on developing content and communications that improve the overall customer experience.
- Own customer-facing communications, including writing new content, regularly updating content to ensure accuracy, and maintaining and evolving email campaigns in Salesforce, or related tools.
- Enable customer feedback in company communications by supporting a voice of the customer program.
- Reputation & Review Monitoring: Daily and monthly oversight and response to public reviews, complaints, and escalations.
- Drive email marketing campaigns to support existing customer knowledge and engagement.
- Create internal resources that support Customer Success team efficiency, including writing and updating a library of phone scripts and canned responses relating to our various services.
- Deliver customer-facing deliverables, including DIY manuals and guides that support our customers and enhance their experience.
- Understand standards for content governance in terms of legal communication best practices, brand voice, and consistency, and execute against content requests in alignment with these standards.
Who You Are
Boundless Immigration is looking for a Communications Specialist to join our Customer Success and Marketing team. In this role, you'll be responsible for crafting both internal and customer-facing content such as manuals, Do-It-Yourself (DIY) guides, templates, training materials, knowledge base copy, scripts and canned responses for customer-facing teams, copy for policy & process updates, and more!
As a Communications Specialist, you are passionate about leveraging written communication and content to inform, engage, and delight our customers. You're a strong English writer, able to easily distill complex information into clear, concise, and accurate documentation for our customers and internal stakeholders. You are excited about supporting cross-functional, content-driven initiatives that improve the overall customer experience. You're able to learn complex concepts quickly and then communicate that information in engaging, user-friendly copy that maintains the tone and brand voice of Boundless and our partner company, RapidVisa.
What You Bring
- 3–5 years of prior content or technical writing experience.
- Experience working with customer service or enablement functions a plus.
- Strong English written and oral communication skills; ability to distill complex ideas into easily understood language.
- Email marketing experience, including assembling email marketing campaigns with internal partners.
- Knowledge of EMS systems such as Salesforce CRM /MCE and other related tools.
- Problem-solver with a sense of urgency – You can think, write, and act fast with agility to allow for real-time testing, learning, and rapid iterations.
- Proactive and collaborative – you love working with teams and your team likes working with you.
- Detail-oriented while under pressure to meet deadlines.
- Innate sense of ownership and accountability.
- Highly organized and can juggle multiple creative projects simultaneously. Must share work samples, preferably a portfolio of various work.
What We Offer
You will be part of a dynamic workforce in an environment where you will collaborate with expert and elite talents in the online immigration services industry.
You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work.
Great company perks and benefits await you!
Benefits
Health Insurance
Dental Insurance
401(k)
Paid Time Off (PTO)
Paid Holidays
Apply Now
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1 month ago
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About Boundless Immigration
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.
Since 2020, Boundless has become 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 early-stage 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 years of growth.
What You Will Do
- As a Team Lead II within the Payment Solutions Team, you will lead and coach a group of 4-5 Payment Solutions Specialists and Agents responsible for day-to-day Accounts Receivable & Accounts Payable execution.
- You will own a team of 3 specialists managing $1 million in AR with a target of reducing customer defaults down to 10% & 1 specialist managing the customer AP process. You ensure your team executes consistently against SLAs, quality standards, and financial targets. You are accountable for frontline performance, workload management, and first-level issue resolution. You translate priorities set by the Finance Operations Manager into clear daily actions and ensure your team has the support and structure needed to succeed.
This role is hands-on and execution-focused, combining people leadership with operational oversight and continuous improvement.
Key Responsibilities
Team Leadership & Coaching
- Lead and coach team members through daily standups, weekly 1:1s, and ongoing performance feedback.
- Own onboarding and ramp-up for new hires on the team
- Set and reinforce expectations around ownership, quality, and professional customer communication.
Performance Management & Execution
- Monitor individual and team performance against KPIs, SLAs, and quality benchmarks.
- Identify performance gaps early and implement corrective actions.
Operational Oversight (AR & AP)
- Oversee daily AR and AP operations across the Individual segments, ensuring adherence to SLAs, policies, and financial controls.
- Serve as 1st AP Approver prior to release of any money-out.
- Monitor workload distribution, execution quality, and backlog based on volume, complexity, and performance data.
- Ensure operational consistency across platforms and workflows.
- Provides support for the Senior Team Lead and Manager when they are out of office
Escalation Management (Level 1)
- Handle Level 1 payment-related escalations across channels (email, calls, chat).
- Resolve standard escalations independently and escalate complex or high-risk issues to the Senior Team Lead with context and recommendations.
Quality Control & Compliance
- Conduct regular audits of case handling, documentation, and customer communications to ensure compliance with SOPs and policies.
- Ensure accurate processing and adherence to financial and operational controls.
Reporting & Operational Visibility
- Create, maintain, and update operations trackers and agent-level reporting.
- Use AI (e.g., Claude) and data tools (e.g., Sigma, PowerBI, Looker, KNIME, Google Sheets) to monitor trends, flag risks, and support performance discussions.
- Share regular performance updates with the Senior Team Lead.
Process Improvement
- Identify process gaps, bottlenecks, and recurring issues within team workflows.
- Initiate and support improvement efforts that enhance efficiency, accuracy, and customer experience.
- Ensure process changes and best practices are documented and communicated to the team.
Who You Are
- You are a people-first leader who keeps execution tight and consistent.
- You are comfortable balancing coaching with accountability.
- You handle day-to-day issues calmly and know when to escalate.
- You think in terms of execution quality, risk, and throughput not just task completion.
- You lead by example and create clarity in fast-moving environments.
What You Bring
- 2+ years of experience leading financial operations and collections teams within a B2C and/or B2B Setting
- Comfortable working with financial and AR concepts; a degree in Accountancy, Management Accounting, Finance, or a related field is preferred but not a hard requirement if you can demonstrate the skill directly
- Proven experience using data tools (e.g., Claude, Sigma, PowerBI, Looker Studio, Google Workspace) to drive decisions and monitor team performance
- A proactive, strategic mindset - you anticipate risks, identify gaps early, and take action before issues escalate
- Strong communication skills, with the ability to simplify complex topics for teams and cross-functional partners
- A driver mentality - you influence others, lead with clarity, and hold the team accountable for results
- Experience with CRM and ticketing tools, paired with strong operational discipline
- A passion for building a high-performance, customer-first culture focused on clarity, ownership, and continuous improvement
What We Offer
You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry.
You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work.
Great company perks and benefits await you!
On-Site
Full Time
Intermediate or Experienced
View Details
Quick Apply
Case Manager
Boundless
madrid, Madrid, Spain
2 days ago
Who Boundless Is
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 and businesses. We are the largest player in the family immigration industry, and a high-growth challenger serving corporate clients. Across both consumer and business segments, we've aided over 100,000 individuals in their quest for U.S. residency.
We're backed by influential venture investors around the country, including Foundry Group (led by Brad Feld), Trilogy Equity Partners, Pioneer Square Labs, Emerson Collective (Laurene Powell Jobs foundation), Two Sigma Ventures, and Jerry Yang.
Today, we are a dynamic growth-stage technology company with 400+ employees across the U.S, Europe and the Philippines. We are growing both organically and through strategic acquisitions. We are well-capitalized and positioned for long-term success.
What You'll Do
- Liaise with our customers: Act as point of contact for our talents from all over the world during their relocation process, you'll address inquiries about visa processes, residence permits, paperwork, and more via chat through our platform (Intercom) and internal communication tools.
- Follow and prepare guidelines: We have guidelines for processing tasks for different authorities, which need to be followed, updated, or created (under instruction, of course, so don't worry!).
- Be on top of things: You'll coordinate appointments and expedite processes by contacting relevant authorities, facilitating the assembly of customer documents, and carrying responsibility for managing your own workload.
- Support immigration and relocation projects: Contribute to projects related to immigration and relocation, including developing and maintaining processes, workflows, and guidelines as needed.
What We Are Looking For
You'll thrive in this role if you have:
- Experience in managing immigration processes in Germany
- Excellent communication skills in English, with a passion for engaging with people
- Knowledge of additional European languages is a big plus!
- A positive, curious attitude towards process changes, as we are advancing our scalable service setup - which you'll be invited to design with us together!
- The ability to work independently, coupled with a high standard of your own output - reliability is key in our remote setup!
- Ability to work across multiple platforms and tools, especially Intercom
- A hands-on, efficient work ethic that gets things done; a proactive attitude to reach out in case of doubt or questions.
- A natural flair for communication, finding joy in interacting with people.
- A positive attitude in stressful situations, adept at handling multiple requests with patience.
- A preference for working fully remotely in an international and multicultural environment.
What We Offer
At Boundless, we offer:
- €25,000 - €29,000 gross/annually (depending on experience) + company benefits.
- Work remotely across Germany, the Netherlands, Portugal, Spain, the UK, or the US.
- Kit out your home office with a monthly budget for equipment, including a Macbook.
- Benefit from statutory healthcare and perks.
- Expand your knowledge and skillset with an annual learning & development budget.
- A work-life balance with access to Open Up, featuring coaching/counseling sessions annually, plus access to courses, digital resources, and roundtable discussions.
- Make the most of our paid time off and parental leave, plus your birthday off.
- Get to know your team during our company-wide events and international retreats.
Remote
Full Time
Intermediate or Experienced
€24,000 to €29,000 a year
View Details
Quick Apply
Head of Engineering
Boundless
Seattle, Washington, United States
21 days ago
Head of Engineering
Location: Seattle, WA, Full-Time
We're hiring a Head of Engineering to reinvent how legal work gets done in the age of AI.
Boundless is a Series C legal tech company based in Seattle, backed by Pioneer Square Labs, Trilogy, Foundry Group (Brad Feld) and Silver Lake. We operate in 10+ countries and have helped over 100,000 people and companies navigate immigration. We build tech-powered immigration solutions for two audiences: corporate HR teams managing high volumes of employer-sponsored cases, and individuals navigating family and naturalization cases.
We have in-house lawyers and are building a world-class AI-powered services firm. Anthropic is not coming for this. Immigration is vertical, regulated, and workflow-deep, and we are racing to build the defining AI product in the category.
Why this role exists
We are rebuilding our software platform and engineering infrastructure from the ground up, and we need a Head of Engineering to lead the team.
You will inherit a real customer base, a real platform, and a great team of engineers.
Immigration is complex, with endless edge cases and global scale. We are building intelligent automation, orchestration, and decision-making to support the agentification of legal workflows, with the checks and balances required to ensure accuracy in a regulated domain and to enable the lawyers who ultimately own legal decisions. The engineering challenge is a team and a system that can handle this complexity without sacrificing accuracy, observability, or speed, at the scale required to reliably serve thousands of people every year.
However, this is not a caretaker role. The world is changing around us and the team is in the midst of transitioning to both an AI-native customer product and an AI-native development process. You will need to drive change with us, and partner with our existing engineering, product, design, legal and operations teams to build a world-class AI-native platform for legal services, and continue to evolve our development infrastructure towards being a truly AI-native software factory.
We are looking for someone who can hold the whole picture: the customer, the team, the platform, the AI layer, the delivery system - and how they interact. Someone who makes hard calls, thinks in years not months, and builds an organization that top-tier engineers find exciting and satisfying to be part of.
We are a remote-first team with a small in-person office in Seattle. We want someone based in Seattle and expect you to be in the office a minimum of 2-days per week.
What You Will Do
- Build the team. Retain our top performers, hire more top-tier engineers, and lead, inspire, challenge, level, structure, and grow the team.
- Own engineering delivery end to end. Roadmap execution, quality, on-call, and the operational health of a platform that customers depend on daily.
- Evolve team design as the work changes. Service boundaries and team boundaries move together.
- You'll be a true player-coach: expected to ship code yourself while leading the team and staying close to the details of everything we build.
- Drive the AI transition through the team, not around it. Every engineer should be building with LLMs, retrieval, and structured tools as a default.
- Build the foundational infrastructure that operating teams use to deploy, monitor, and manage agents and LLM-powered customer features at enormous scale.
- Continue our transition towards a software factory engineering model, overhauling dev processes, systems, tools, and culture.
- Partner with product, design, legal and operations as a peer. Engage thoughtfully in tradeoff conversations about scope, sequencing, and what done means in a regulated domain.
- Set the technical bar in design reviews and hard tradeoff conversations. Make sure architecture decisions get written down and give the team durable context. Help us build a platform that both engineers and operating teams pine for after they leave.
- Grow engineers into architectural thinking by giving them opportunities to step up, and pushing their thinking constructively.
Who You Are
- You are a builder. You set new benchmarks for output and want a role where your team ships with autonomy and speed. Not a role where you wait for consensus.
- You have 10+ years in engineering and 4+ years managing engineers, including managing managers or senior ICs.
- You move fast by making decisions quickly, not by cutting corners. You know the difference between a reversible call and one that will come back to haunt us.
- You hire well and manage out when you need to. You have built a team you were proud of and you can describe what made it work.
- You have shipped AI into production and led a team through the shift. You have views on retrieval, evaluation, latency, and where LLMs break down, and you know when to use AI and when another tool is the right call.
- You have been the technical decision-maker, not just the person who runs the process. You can lead a design review and change the answer.
- You think in systems. You can hold the team, the platform, the AI layer, and the business constraints in your head at once and see where they don't line up.
- You have taste. You can build teams and systems where agents and humans work in harmony without overbuilding.
- You have worked in a domain where correctness has consequences: legal, healthcare, financial services, or public safety. You understand why accuracy and auditability are non-negotiable.
Good Signals, Not Requirements
- You have worked at both large and small companies and have a preference for small. You understand speed to impact but also know what matters at scale.
- Founder or CTO experience.
- You have scaled a team through a platform rebuild or replatforming, and can talk about what you got wrong.
- Experience with workflow automation.
- Prior work with vector search, semantic retrieval, or document understanding systems at production scale.
Hybrid
Full Time
Senior or Executive
$236,000 to $275,000 a year
View Details
Quick Apply
Cebu City, Cebu, Philippines
Health Insurance
Dental Insurance
401(k)
Paid Time Off (PTO)
Paid Holidays
