Global Support Lead — AI-Driven, Scalable Incident Ops

Borderless; Greater London; Hybrid; GBP 60,000 - 95,000; Full time

Benefits offered by this job

In-office days

Remote work days

Lunches

Team events

Annual offsite

Holidays & Remote Work

Learning budget

Performance reviews

Laptop & gear

Cycle to work

Smart Pension

Mental health support

Gym access

Onsite barista

Job summary

Borderless is hiring a Customer Support Lead to rebuild how our support function works and lead a global team across London and the Philippines. The role is a player-coach position spanning processes, tooling, and customer outcomes to scale the function with AI-enabled, efficient workflows.

The ideal candidate brings leadership experience, systems thinking, and a passion for immigration tech, with comfort in ambiguous startup environments and a focus on customer outcomes.

Qualifications

• Experience leading support operations in a fast-paced scale-up.
• At least one year of direct leadership or management experience.
• Ability to design complex processes without deep engineering background.
• Hands-on experience using AI tools to improve support systems.

Responsibilities

• Own support operations end to end: team, processes, tooling, and outcomes.
• Lead and mentor a distributed team across time zones.
• Design scalable support processes moving from manual to automated workflows.
• Take ownership of incident management and drive swift resolution.
• Build AI-driven systems to improve support delivery and response times.
• Oversee global operations with consistent standards and handovers.
• Act as the voice of the customer to inspire Product and Engineering changes.

Skills

Support Leadership

People Management

Systems Thinking

AI & Automation

Communication Under Pressure

Tools

Intercom

Job description

Borderless is hiring a Customer Support Lead to rebuild how our support function works and lead a global team across London and the Philippines. The role is a player-coach position spanning processes, tooling, and customer outcomes to scale the function with AI-enabled, efficient workflows.

The ideal candidate brings leadership experience, systems thinking, and a passion for immigration tech, with comfort in ambiguous startup environments and a focus on customer outcomes.