Customer Account Manager London
Job description
About Us We're building the world's workforce migration platform to eliminate friction to economic mobility. Borderless is breaking down borders. In many countries, there are huge workforce shortages in important sectors like healthcare, construction and education. At the same time, there are talented people all over the world looking to migrate for greater economic opportunity. Unfortunately, borders and bureaucracy get in the way. We're starting in the UK care sector where the problem is particularly acute. Care providers regularly turn away large numbers of families who need care, because they simply don't have the staff. We also hear distressing accounts of care workers being charged £20,000+ by unethical third parties to secure a job in the UK. We believe something must change. Borderless is a technology platform that streamlines hiring and sponsorship for both employers and candidates, enabling employers to fill their staffing shortages and workers to migrate for new opportunities. Using our software, employers can ethically source, hire and relocate staff without needing to become an expert in UK immigration law; while candidates are fully supported throughout the process. We've just closed our seed round, are backed by some of the UK's leading investors (Entrepreneur First and Backed.VC) and growing quickly. About the Role We're looking for a smart Customer Account Manager to join the team. You'll be working directly with the founders to support our employers (customers), ensuring they have a phenomenal experience with Borderless and are achieving their business goals. This role will help us funnel all the traffic through a borderless world as the number one partner for international hiring. What you'll do Relationship Building Build trusted relationships with key customers and stakeholders, ensuring we are providing maximum value to them, and capturing all possible revenue from the account. You'll need to fully own and understand each customer's needs. Positive Experience Take proactive steps to maintain positive experiences, ensuring retention remains high. Responsiveness Respond to customer queries in a timely and effective manner (liaising internally where required) across phone and email. Onboarding Work closely with our sales team during handover, to ensure employers are successfully onboarded and well setup for success. Customer Champion Be the voice of the customer internally, sharing feedback and insights to help our engineering them improve the product and discover new business opportunities. Manage the refund process efficiently and effectively, ensuring a smooth experience for customers. Administer and follow up on administrative tasks to improve the overall customer experience. Identify opportunities for streamlining and enhancing internal processes related to customer support and service delivery. Assist in revenue generation through account management and upselling opportunities. Referrals Generate referrals from existing customers (we have a commission scheme). Content Develop customer case studies and testimonials. Nice to have: Interest in Immigration and Global Mobility is a plus, as you'll need to learn and communicate regarding immigration and sponsorship. Startup experience Sales experience, as there is an opportunity to get involved with key initiatives Values Communication Strong communication and interpersonal skills, with the ability to engage and work in a small team. Energy Incredible energy, passion and enthusiasm for growing a business which can have global impact. Adaptable Can operate at multiple levels: not afraid to roll up sleeves and able to think creatively & strategically about our approach Bias for action Fast learner, pick things up quickly, you want to hustle and do things now rather than later. Autonomous Able to flourish in an unstructured and uncertain environment, with less formal guidance. You're self-motivated, proactive, and adaptable to change. Compensation: Competitive salary + Equity - Being a part of our journey means you will own a piece of Borderless ✈ 25 days holiday each year + plus bank holidays Equipment and infrastructure: We give you a budget for all the equipment you need to work effectively wherever you are £500 Annual Learning & Development budget Cycle To Work scheme Every fourth Friday: company lunch + half day Our Team and Way We Work Prefer in-person work: our whole team generally operates in-person (we're based at the Hoxton WeWork). We're flexible on periodic remote days when needed. We're a small but diverse team, with 6 different nationalities represented! Check us out here. We believe in the potential of everyone; regardless of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.
