Customer Success Specialist

2 weeks ago

Old Toronto, Canada EightSix Network Inc Full time

BorderPass is a dynamic and rapidly growing tech startup on a mission to increase trust and transparency around the way immigration services are delivered. Our innovative platform is designed to empower students, newcomers, schools and employers by providing accessible, easy-to-use, and responsible technology solutions.

As we continue to expand our reach and impact, we are looking for a Customer Success Specialist to join the team to help our users optimize their use of the platform and seamlessly achieve their immigration goals by utilizing BorderPass’ patented software solution. Your responsibilities will include:

  • Provide outstanding front line customer support via live chat, emails and calls by handling inquiries in a timely and professional manner.
  • Identify, troubleshoot and report bugs or issues to our Development team.
  • Monitor user experience, identify trends and implement strategic improvements.
  • Contribute to various cross-functional projects with Legal, Sales, Marketing and Development teams.

About you

  • You enjoy wearing multiple hats and taking on various cross-functional responsibilities including customer support, marketing, and development.
  • You are ambitious and eager to take on responsibility and make a real impact on the company and thousands of international students and newcomers.
  • You are self-sufficient and self-motivated, with the ability to embrace a fast-paced environment with some ambiguity that inevitably exists at an early-stage startup.
  • You are creative and able to think outside the box to solve problems and come up with new ideas

Requirements

  • 2+ years experience of support, community management, and/or customer-facing experience in the technology (SaaS) industry.
  • Excellent written and oral English communication skills. Additional language(s) is a plus.
  • Obsessed with the customer experience and genuinely empathize with international students and newcomers.
  • Excellent time management and prioritization skills and can handle multiple tasks with ease.
  • Experience using Zendesk, FullStory, SendGrid, Stripe, and Notion is a plus.
  • Experience working with International Students or newcomers is a plus.

Why BorderPass?

At BorderPass, you’ll be at the forefront of changing the immigration journey for newcomers. which is traditionally manual, fragmented, and underserved, leaving those involved feeling isolated and alone throughout the process. All of our team members have ownership; they are given the autonomy to have a strategic impact in how we scale.

Founded in 2020, BorderPass provides an unique, patented software platform blended with guidance from leading immigration lawyers to maintain an ongoing relationship with newcomers and international students throughout their immigration journey from pre-arrival all the way through to PR (think Turbo Tax for immigration services). Our founding team has a combined 25+ years of startup experience and >$100M in funding in the tech space and a past IPO under our belt. This is an exciting opportunity to get in at the ground level and make significant contributions to the company.

Our Mission

BorderPass’ mission is to streamline the immigration process for all newcomers and international students

Our Purpose

BorderPass makes the immigration process simpler, more affordable, and more transparent with a digital platform supported by guidance from leading Canadian immigration lawyers.

Our Values

Accessibility: We believe that access to expert legal advice should be available to everyone, which is why BorderPass makes it affordable to students and newcomers from anywhere in the world.

Responsibility: BorderPass is committed to responsibility and integrity, dedicated to the conscientious integration of international students into Canadian communities. We partner proactively with federal and provincial regulators to ensure Canada's economic objectives are aligned with student support and success.

Transparency: The immigration process can be complex and confusing, with newcomers often feeling isolated and alone throughout the process. At BorderPass, we empower you to take control of your own journey with tools, guidance, and support for success and well-being—from visa applications to resources for housing and planning your pathway to PR.

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