Team Leader

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. 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: Lead and coach a team of Payment Solutions agents through daily standups, 1:1 coaching sessions , and monthly performance reviews Monitor individual and team performance against KPIs and quality benchmarks Manage payment escalations , ensure accurate processing, and support finance and accounting-related tasks Use data analytics tools (e.g., Sigma, PowerBI, Looker, KNIME) to monitor trends, flag issues, and drive improvements Assign caseloads and balance bandwidth across the team based on volume and performance data Conduct regular audits of case handling and communications to maintain quality and compliance with SOPs Own and maintain Operations Trackers and agent-level reporting to support performance management Handle Level 1 escalations related to payments across all channels (email, calls, chat) Partner with cross-functional teams (Product, CS, Engineering) to support new product launches or updates with payment impacts Who You Are We’re looking for a driven and forward-thinking Team Lead to join our growing Payment Solutions team – a high-impact group supporting AR and AP operations, key focus areas of the business. As our customer base grows in our B2B and B2C Segments, we need a strong, data-driven leader who can motivate teams, simplify complex problems, and build processes that scale. You thrive in fast-paced, evolving environments. You think ahead, not just react. You’re analytical but practical, able to turn data into direction and insight into action. Whether you\'re coaching an agent, managing payment escalations, or partnering cross-functionally, you bring clarity, structure, and accountability . You lead by example, drive performance through KPIs, and help your team connect the dots between their work and the company’s success. You’re not just a people leader, you’re a business partner. If you\'re ready to help shape the future of payment operations in a mission-driven company, we’d love to meet you. What You Bring 2+ years of experience leading financial operations and collections teams within a B2C and/or B2B Setting Proven experience using data tools (e.g., Sigma, PowerBI, Looker Studio, Google Workspace) to drive decisions and monitor team performance A proactive, strategic mindset - you anticipate risks, identify gaps early, and take action before issues escalate Strong communication skills, with the ability to simplify complex topics for teams and cross-functional partners A driver mentality - you influence others, lead with clarity, and hold the team accountable for results Experience with CRM and ticketing tools, paired with strong operational discipline A passion for building a high-performance, customer-first culture focused on clarity, ownership, and continuous improvement 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 #J-18808-Ljbffr