Customer Operations Specialist

Borderless AI; Toronto; On-site; CAD 75,000 - 90,000; Full time

Benefits offered by this job

Healthy benefits & perks

Free lunch every day

Job summary

Borderless AI, a Toronto-headquartered global payroll platform, is seeking a Customer Operations Specialist to scale onboarding, payroll and payments across multiple countries. You will own cross-functional workflows and build automated systems to drive efficiency.

The ideal candidate has 5+ years in operations, analytics or consulting, with 2+ years running operations at a high-growth marketplace, fintech or scaling startup.

Qualifications

• 5+ years total experience in operations, analytics, or consulting.
• 2+ years running operations at high-growth marketplace/fintech/scaling startup.
• MBA or PMP is an asset.

Responsibilities

• Own and continuously improve workflows behind customer onboarding, payroll, payments and the full customer lifecycle across multiple countries.
• Use data to identify bottlenecks, errors and risks and redesign processes to prevent repeats.
• Manage relationships with in-country partners and external providers across time zones.
• Build checks into payments and onboarding workflows to catch errors before customers are affected.
• Define operational KPIs, build dashboards and turn findings into leadership-ready recommendations.
• Translate customer and operational pain points into clear product/engineering requirements.
• Lead cross-functional projects from analysis to rollout.

Skills

5+ years experience

Systems mindset

Structured communication

Ownership mindset

Startup environment

Education

Bachelor’s degree in commerce/business/economics/finance

Job description

Company

Our mission is to become the world's most customer-obsessed HR platform.

Borderless AI is a Toronto-headquartered global payroll platform that uses generative AI to automate and speed up how companies onboard, manage and pay their international employees, making it easier to build teams across borders.

We've raised over $35M from investors including Susquehanna and Bernard Arnault (through Aglaé Ventures), and we serve industry leaders such as Telus, The Ritz-Carlton, Mejuri, Ground News and Dunlop.

We partner across the HR ecosystem with companies like ADP, Workday and Paychex. Having reached product-market fit, we're focused on building a profitable, enduring business.

The Opportunity

We're looking for a Customer Operations Specialist to scale the core operational infrastructure behind customer onboarding, payroll, and payments across multiple countries. In this role, you'll own complex cross-functional workflows, identify operational bottlenecks, and build automated systems to drive efficiency. You'll work closely with Product, Engineering, Sales, and our in-country partners.

The ideal candidate is a structured problem solver with experience scaling operations at a high-growth tech platform, marketplace, or fintech. You love turning messy, ambiguous processes into robust, scalable systems and thrive in a fast-paced environment.

Roles & Responsibilities

• Own and continuously improve the workflows behind customer onboarding, payroll, payments and the full customer lifecycle across multiple countries
• Use data to identify bottlenecks, errors and risks early, then redesign processes so issues don’t repeat
• Manage relationships with in-country partners and external providers across time zones to maintain quality, speed and accuracy
• Build checks into payments and onboarding workflows that catch errors and risk before they reach customers
• Define operational KPIs, build dashboards and analyses, and turn findings into clear recommendations for leadership
• Translate customer and operational pain points into clear requirements for Product and Engineering
• Lead cross-functional projects from analysis and planning through to rollout

Great Candidates Will Have

• At least 5 years of total experience across operations, consulting, or analytics, including 2+ years running operations at a high-growth marketplace, fintech, or scaling startup in areas such as partner operations, risk and fraud, trust & safety, catalog operations or market expansion
• A systems mindset, with the ability to design a clear process and build the workflow that enforces it
• Strong, structured communication skills and comfort working with Product, Engineering, Sales and leadership
• High ownership, comfort with ambiguity and experience in a fast-paced startup environment
• Experience writing internal policies and playbooks that enable the team to scale
• A degree in commerce, business, economics, finance or a related field; an MBA or PMP is an asset

About the Borderless AI team

• We're an early-stage company that values in-person collaboration, working together five days a week at our Toronto HQ
• We offer a healthy benefits & perks package, including free lunch every day
• We're obsessed with our customers, and they drive most of our decisions
• Big challenges don't scare us. We're solving global problems that take creativity, technology and determination. Be part of the impact!
• You’ll have a high degree of autonomy and trust, backed by real empowerment and support

Thank you for your interest. Only candidates under consideration will be contacted.

Borderless AI is an Equal Employment Opportunity employer. We make hiring decisions based on merit and business needs, and do not discriminate on the basis of race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth or any other class protected by applicable federal, state, provincial or local law.

Reasonable accommodation is available for qualified individuals with disabilities upon request.

Salary Range: $75,000.00 - $90,000.00