Borderless on cord

Borderless

Customer Support Lead

External position
London, UK
Hiring internally for Borderless?
HR and Recruitment · Technology · LegalTech
The world’s workforce migration platform, reducing economic inequality by giving workers the freedom to live in any country
Active
a month ago
Posted
5 days ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Lead
Core skills considered: Customer support, Escalations handling
Other skills considered: Communication software

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

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.


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:

  • 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.
  • Design and implement support processes that move the team away from manual intervention and toward automated, efficient workflows.
  • 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.
  • 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.
  • 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.
  • Act as the primary voice of the customer inside the business, turning support trends into evidence the Product and Engineering teams can act on.

Requirements

We value attitude, mindset, and potential as much as background.

  • Proven experience in a Support Lead or Support Operations role in a fast-paced scale-up.
  • At least one year of direct leadership or management experience, with a track record of coaching high-performing teams.
  • 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.
  • 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.
  • Exceptional communication skills and the confidence to handle difficult customer escalations and lead incident playback with senior stakeholders.
  • Familiarity with tools such as Intercom, and an interest in applying them to the immigration domain.
  • Comfortable in a fast-paced, sometimes ambiguous environment where processes are still being built and refined.
  • Prior experience isn't required, but genuine interest in immigration is encouraged.

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.

Company 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

👟 Gym in Shoreditch Exchange

☕️ Onsite barista

Customer Support Lead at Borderless
Position posted 5 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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