Customer Support Lead

🚀 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 already 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.

🎯 Role: Customer Support Lead Why this role matters When a customer hits a problem, the quality of what happens next decides whether they trust us with the next visa, the next audit, the next hire. Support is where that gets decided, and the stakes are real: a missed escalation can hold up someone's start date or put a sponsor licence at risk. We're looking for a systems-thinking Customer Support Lead to rebuild how our support function works and lead a global team through our next phase of growth. This is a player-coach role, and it goes well beyond day-to-day product operations. You'll design the processes that let support scale past manual intervention, own incident management end to end, and build AI into how the team delivers, while still taking the hardest escalations yourself. You'll lead a distributed team across our London hub and our team in the Philippines, and you'll be the person in the business who can say, with evidence, what customers are actually struggling with.

🛠️ Role Responsibilities As Customer Support Lead, you'll own support operations end to end: the team, the processes, the tooling, and the customer outcomes that come out of all three. Your key responsibilities will include: Leading and Developing the Team: Lead and mentor a distributed team of support staff owning day-to-day operations, quality and professional development. Coach people into stronger performance rather than absorbing the work yourself. Designing Processes That Scale: Design and implement support processes that move the team away from manual intervention and toward automated, efficient workflows. Incident Management: Take full ownership of incident management, leading high-stakes escalation calls and driving swift resolution. Run the playback afterwards so the same incident doesn't happen twice. Building With AI: Design and deploy AI-driven systems that improve support delivery and response times across the department. Be hands-on with the tooling, not just the strategy. Running a Global Operation: Oversee support across multiple time zones, making sure our London and Philippines teams work as one team rather than two, with consistent standards and clean handovers. Voice of the Customer: Act as the primary voice of the customer inside the business, turning support trends into evidence the Product and Engineering teams can act on.

✅ The Ideal Candidate Will Bring We value attitude, mindset, and potential as much as background. Support Leadership: Proven experience in a Support Lead or Support Operations role in a fast-paced scale-up. People Management: At least one year of direct leadership or management experience, with a track record of coaching high-performing teams. Systems Thinking: The ability to design complex processes without needing a deeply technical engineering background. You see the whole system, not just the ticket in front of you. AI and Automation in Practice: Hands-on experience using AI tools and automation to build support systems and improve operational efficiency. You should be able to point at something you've actually built. Communication Under Pressure: Exceptional communication skills and the confidence to handle difficult customer escalations and lead incident playback with senior stakeholders. Modern Support Stack: Familiarity with tools such as Intercom, and an interest in applying them to the immigration domain. Startup Mentality: Comfortable in a fast-paced, sometimes ambiguous environment where processes are still being built and refined. Curiosity About Immigration: Prior experience isn't required, but genuine interest is encouraged. We are passionate about this! Nice to have: Immigration or regulated-industry experience: prior immigration experience is a big plus, but not required. We'll fully support training and accreditation so you can confidently support customers in this area.

🧪 Interview Process 30-minute screening call with Talent 45-minute interview with the Hiring Manager Take-home task Final stage: presentation of the task and interview discussion

💯 Benefits 🏢 3 days in office, 2 days remote 🌮 Monthly company in-office lunches 🕺 Monthly company team events ✈ Annual offsite (our last one was in Marrakesh!)

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