Customer & Community Success Manager

About the job

Reporting to VP of Sales, BorderPass is looking for our first Customer & Community Success Manager (CSM) to help customers optimize their use of the platform and achieve their immigration goals by utilizing BorderPass’ patented software solution. As our first CSM, you will use technology to automate process and efficiently engage with a high volume of customers at various stages along their journey:

• Own our email marketing processes across our user base, including planning, creation, testing, estimating and evaluation of campaigns.
• Moderate BorderPass’ online community platform to drive strong user retention, engagement, and growth.
• Advocate for and empower BorderPass Club members by building unique partnerships, benefits, and incentives
• Provide outstanding front line customer support via phone, email, and live chat by handling inquiries in a timely and professional manner.

About you

• 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 enjoy wearing multiple hats and taking on various cross-functional responsibilities including customer success, marketing, and support.
• 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 creative and able to think outside the box to solve problems and come up with new ideas

Requirements

• Bachelor's degree in Marketing, Business, or other related fields.
• Obsessed with the customer experience and genuinely empathize with international students and newcomers.
• Excellent written and oral English communication skills.
• Experience working with International Students or newcomers is a plus
• 2+ years experience of support, community management, customer-facing / account management experience in the technology (SaaS) industry.
• Excellent time management and prioritization skills and can handle multiple tasks with ease.
• Experience using tools like Intercom, SendGrid, Hubspot, Canva, and Notion 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.

In addition to having an entrepreneurial role here, you’ll have the freedom to work from where you want, during the hours that work best for you and your team. To enable our team, we have competitive benefits, vacation, flexible schedule (including a 4-day work week in the summer), and other trailblazing work policies built to make a global team thrive.

Values

Elite Performance: We believe in surrounding ourselves with the best and brightest minds who not only share our vision, but also possess sound judgement and accountability. Together, we create a culture of excellence and innovation that drives our success. "If you want to go fast, go alone. If you want to go far, go together." - African proverb

Empathy & Empowerment: At BorderPass, we value your well-being and happiness. That's why we foster a supportive environment that embraces diversity and encourages authenticity. With a flexible and innovative work environment, and resources at your disposal, you can bring your whole self to work and help our team connect with newcomers from all walks of life. As Mohsin Hamid said, "Empathy is about finding echoes of another person in yourself."

Trailblazers: We value individuals who are resourceful, creative, and innovative problem solvers. We tackle challenges head-on and find solutions that others may not see by thinking outside the box. Through confidence, risk-taking, and a passion for progress, we continue to revolutionize the immigration process and legal industry. "Innovation distinguishes between a leader and a follower." - Steve Jobs

Radical Honesty: We believe in empowering newcomers and international students by setting realistic expectations, and providing a transparent and affordable experience. Internally, we prioritize radical honesty, promoting open and authentic communication within our team. By staying true to our values and working together, we help newcomers take control of their own journey to success. "Truth never damages a cause that is just." - Mahatma Gandhi

Details

• Hybrid
• Full-time
• Salary ($70K-$75K CAD)
• Equity (%0.01-%0.1)