At a Glance
- Tasks: Manage customer relationships and deliver exceptional service throughout their immigration journey.
- Company: Join Borderless, a fast-growing tech company revolutionising immigration for businesses and individuals.
- Benefits: Enjoy flexible work options, generous holiday, and a £500 annual learning budget.
- Other info: Collaborative team culture with exciting growth opportunities and fun company events.
- Why this job: Make a real difference by helping customers navigate complex immigration processes with ease.
- Qualifications: No immigration experience needed; we value attitude and potential over background.
The predicted salary is between 29700 - 36300 £ per year.
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 Responsibilities
As a Customer Success Manager, you’ll own the customer relationship end to end - the relationship, the health of the account, the renewal and the growth, delivering a seamless customer experience that turns customers into active advocates for Borderless. You’ll manage a portfolio of accounts, understand customer needs, proactively solve problems, and identify opportunities to improve retention and grow accounts. You’ll also contribute to shaping and improving our Customer Success processes as we scale. Your key responsibilities will include:
- Gold-Standard Customer Experience and Relationships: Deliver high-quality, consistent service across the customer journey, ensuring customers achieve their desired outcomes efficiently. Build, maintain, and grow strong customer relationships.
- Communication, Inside and Out: Phone first! Be someone who picks up the phone before sending an email. Be just as clear and just as quick with colleagues in Support, Immigration and Product, because most of what a customer experiences is decided internally before it ever reaches them.
- Problem-Solving & Conflict Resolution: Proactively manage and resolve challenges, especially in high-stakes or time-sensitive situations.
- Execution and Reliability: Be the person nothing falls through. Nothing dropped and nothing overdue, whether it came from a customer or from another team, with our systems kept current enough that anyone could pick up your accounts cold.
- Team Collaboration: Follow our Customer Success processes and contribute the ideas that improve and scale them. Work closely with Product, Engineering, Immigration Advisors, Operations, Support, and Sales to deliver a seamless end-to-end experience, using data and system insights to inform decisions.
The Ideal Candidate Will Bring
We value attitude, mindset, and potential as much as background. 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 (1 hour total)
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
- Onsite barista
Customer Success Manager employer: Borderless Immigration
Borderless Immigration is an exceptional employer, offering a dynamic work culture that prioritises employee growth and collaboration. With a focus on professional development through immigration accreditation training, a generous learning budget, and regular team events, employees thrive in a supportive environment that values their contributions while making a meaningful impact in the lives of customers navigating complex immigration processes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Borderless Immigration. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Borderless Immigration before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Borderless Immigration:Your cover letter is your chance to shine! Tell us why you want to work at Borderless Immigration specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Borderless Immigration!
How to prepare for a job interview at Borderless Immigration
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
