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Director, Customer Success
Toronto, Ontario, Canada .
full-time . March 20, 2024
Description
🏠 Who are we?
Borderless AI is the first AI-powered company in the HR and Employment of Record space. Borderless AI helps companies simplify every aspect of managing an international workforce, from onboarding and payroll, to compliance and legal. Our novel AI agent Alberni, is removing compliance, payment, tax law, and onboarding challenges of the past. It can solve complex problems and automate processes in any country around the world within minutes — an important need for the distributed global workforce and employers looking to scale quickly. Alberni has been trained on hundreds of thousands of rows of employment law from Borderless AI's proprietary datasets, and has been enhanced through partnerships with leading global legal and consulting firms.
The HR and Employer of Record markets are continuing to expand at a rapid pace as we see the growing need for distributed, global teams. We have a world-class suite of seasoned executives from some of tech's most prestigious companies, and are continuing to scale our team very quickly. Borderless AI has found product-market fit and we’re excited by our mission to build tooling for the future of HR. Interested in joining our customer obsessed, hardworking, and fast-moving team? Check out the opportunity below.
🦄 The Opportunity:
Borderless AI is seeking a seasoned Director of Customer Success who will manage and lead multiple functions that interface directly with customers and our sales organization. This role involves fostering a positive and customer-centric culture, implementing efficient processes, and driving continuous improvement initiatives throughout the organization. The ideal candidate will ensure that every interaction with our customers reflects our commitment to delivering exceptional service in a timely manner.
🔑Key Responsibilities:
- Set high standards for customer service and inspire the team to strive for those outputs by setting a customer service strategy aligned with our goals and values
- Lead all initiatives to increase company awareness and hold the entire organization accountable for the experience of our customers
- Be the escalation point on the most critical client issues and applies critical thinking and problem-solving abilities
- Influence future lifetime value through higher product adoption, customer satisfaction and overall customer health scores
- Track and report metrics and measures of customer satisfaction, customer service effectiveness, and onboarding health
- Drive improvements to scale customer service through the clever leverage of technology while always making it feel human
- Experiment with new ways of working that can improve customer experience, drive improved results, or increase efficiency in the business
🤩Great Candidates will have:
- 5+ years in a leadership role within a customer service environment, preferably in SaaS or the fintech industry
- Strong understanding of customer service principles and best practices
- Deep expertise with customer service technologies and analytics
- Detail oriented and able to work independently with little supervision, as well as working effectively in a team environment
- Excellent listening skills, understanding client needs and demonstrating genuine concern, while building rapport
- Exceptional written and verbal communication skills
- Hands-on, can-do mentality, comfortable in fast-paced environments
🌎 About the Borderless AI team:
- We're an early stage company and we love to collaborate in person 5 days a week in our Toronto HQ.
- We offer a healthy benefits & perks package, including lunch everyday
- Customers are the heart of our business, we're obsessed with our customers, and that drives the bulk of our decisions.
- We're taking on tough, global problems within the intersection of HRtech, Fintech & Legaltech that don’t have easy solutions. You’ll have an impact here!
- We'll grant you a lot of autonomy and trust, and back it up with meaningful empowerment and support.
We appreciate your interest and application. Only those applicants under consideration will be contacted.
Borderless AI is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances.
Reasonable accommodation is available for qualified individuals with disabilities, upon request.