Global Customer Support Lead - AI-Driven & Incident Expert

Borderless Immigration; Greater London; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

3 days in office, 2 days remote

Monthly company lunches

Monthly team events

Annual offsite in Marrakesh

£500 Learning & Development budget

Gym in Shoreditch Exchange

Job summary

Borderless Immigration is seeking a Customer Support Lead to design scalable support operations and lead a distributed team across London and the Philippines. You’ll own incident management, implement AI-powered workflows, and drive customer-focused improvements in a fast-growing immigration tech platform.

The role requires strong leadership, hands-on automation experience, and the ability to partner with Product and Engineering to address customer pain points across multiple time zones.

Qualifications

• Experience leading a support team in a fast-paced scale-up.
• Ability to design scalable, automated support processes.
• Proven track record in incident management and escalation handling.
• Hands-on with AI tools to improve support delivery.

Responsibilities

• Lead and mentor a distributed team across time zones.
• Design and implement scalable, automated support processes.
• Own incident management and run post-incident reviews.
• Build and integrate AI into support delivery.
• Oversee a global operation with consistent standards.
• Capture Voice of the Customer to drive product decisions.

Skills

Support Leadership

People Management

Systems Thinking

AI Automation

Communication Under Pressure

Modern Support Stack

Tools

Intercom

Job description

Borderless Immigration is seeking a Customer Support Lead to design scalable support operations and lead a distributed team across London and the Philippines. You’ll own incident management, implement AI-powered workflows, and drive customer-focused improvements in a fast-growing immigration tech platform.

The role requires strong leadership, hands-on automation experience, and the ability to partner with Product and Engineering to address customer pain points across multiple time zones.