Case Production Team Lead full_time

About Boundless Immigration

We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families through their entire immigration journey and their first ten years of life in a new country.

Since 2020, Boundless has become the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams and becoming the first brand in an industry that has never had one before. In 2023, Boundless entered into employment-based immigration services by acquiring Bridge. With Bridge, Boundless provides a holistic solution to the immigration journey, addressing both corporate immigration strategies and the personal challenges faced by the global workforce and their families.

We’re backed by influential early-stage venture investors around the country, including Foundry Group (led by Brad Feld), Emerson Collective (Laurene Powell Jobs’ foundation), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and Jerry Yang, and are well-capitalized for years of growth.

What You Will Do

In this role, you will: 

• Manage, lead, and ensure that team members follow standard operating procedures through weekly team huddles, 1:1 coaching sessions, monthly performance reviews, and goal-setting
• Manage and oversee the performance and output of every team member

Other responsibilities include:

• Assign and balance bandwidth and distribution of caseloads for each team member
• Update and maintain Case Production dashboards and trackers
• Develop and enforce quality standards and best practices with their direct reports
• Regularly review and report on Case Production performance, progress, and key metrics
• Collaborate with Attorney Team Lead to ensure alignment and adherence to quality standards
• Evaluate individual performance based on Attorney feedback and KPI metrics. Provide feedback and drive performance management with the intent of improving performance
• Provide ongoing support and training to team members to enhance skills, product, or role knowledge
• Support or lead special projects as needed

Who You Are

• We are looking for experienced Shift Team Leads to manage a team of Case Production Specialists and support our growing Client success operations. We need passionate leaders who are dedicated to ensuring the success and satisfaction of our clients throughout their journey with Boundless. 
• You should thrive in a fast-paced industry and have a strong drive for progression and success in your career, as well as those that you lead. Your ability to excel in this role will be evident in your enthusiasm for coaching your team toward successful outcomes and driving a world-class client experience.
• You possess expert communication and problem-solving skills in order to effectively unblock your team, in addition to collaborating with leaders on our Attorney and Client Success teams on quality improvements.
• The Case Production Team Lead is a critical leadership role in our Client Success operations. They identify themselves as key partners to the business as client advocates, sharing feedback to the relevant teams within Boundless about ways to improve the client experience.
• Come and help us in being the best customer success organization we can be by leading our Case Production team at  Boundless Immigration!

What You Bring

• 1 – 2++ years of experience leading teams specializing in administrative, document preparation, or quality assurance; preferably in SaaS, B2B, and/or fast-paced, start-up environments
• A proven track record of success in process management
• Excellent English communication skills 
• Strong organizational skills, with an ability to effectively manage competing priorities
• A sense of ownership in maintaining quality standards, meeting critical deadlines, and driving high performance
• Ability to adapt and evolve quickly to changing situations, processes, and client needs
• Strong problem-solving and analytical skills
• Proficient experience working with Adobe, GSuite, and MS Suite, a plus
• Experience with Excel or other data visualization softwares, a plus

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry. 

You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. 

Great company perks and benefits await you! 

• Annual salary appraisal and regularization merit: We recognize great team mates and reward them for exemplary performance and dedication at work.
• Monthly attendance incentives: We believe that consistent presence enables our team mates to learn and become better providers for their customers.
• 15 PTO credits per year and 3 days off in December: We encourage our team mates to take advantage of their leave credits should they feel sick or wish to take a vacation.
• Meaningful health insurance package: We give health insurance support for you and your dependent.
• Statutorily mandated benefits: We ensure each team mate has their statutory contributions and 13th-month pay up-to-date.
• Free coffee and weekly meals provision
• Free transportation services:  We prioritize your health and safety as you work on-site, so you will be provided pick-up and drop-off transportation access.
• Collaborative engagement sessions and major company-wide sponsored events: We allocate a budget to cultivate engagement and fun in our work environment.

The list continues….