Communications Specialist

Boundless Immigration; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Boundless Immigration is seeking a Communications Specialist to join our Customer Success and Marketing team. You will craft internal and customer-facing content such as manuals, guides, templates, and scripts to support our services and enhance the customer experience.

You are a strong English writer who can distill complex information into clear, accurate documentation for customers and internal stakeholders. You’ll collaborate across teams to deliver high-quality content at pace.

Qualifications

• 3–5 years of content or technical writing experience.
• Strong English written and oral communication skills; ability to distill complex ideas into easily understood language.
• Experience with email marketing campaigns.
• Knowledge of CRM tools such as Salesforce CRM / MCE and related tools.
• Proactive, collaborative, detail-oriented, and able to meet deadlines.

Responsibilities

• Develop content and communications to improve customer experience.
• Manage customer-facing communications and email campaigns in Salesforce.
• Support a voice of the customer program across communications.
• Monitor reputation and respond to public reviews, complaints, and escalations.
• Drive email marketing campaigns to support customer knowledge and engagement.
• Create internal resources like scripts and canned responses for customer teams.
• Deliver customer-facing materials such as manuals and guides.
• Ensure content governance aligns with brand voice and legal standards.

Skills

Content writing

Email marketing

Copywriting

Cross-functional collaboration

Communication skills

Tools

Salesforce CRM

Job description

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. In 2023, Boundless entered into employment-based immigration services by acquiring Bridge. With Bridge, Boundless provides a holistic solution to the immigration journey, addressing both corporate immigration strategies and the personal challenges faced by the global workforce and their families.

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:

• Partner with the Manager of Customer Success and Marketing Team on developing content and communications that improve the overall customer experience.
• Own customer-facing communications, including writing new content, regularly updating content to ensure accuracy, and maintaining and evolving email campaigns in Salesforce, or related tools.
• Enable customer feedback in company communications by supporting a "voice of the customer" program.
• Reputation & Review Monitoring: Daily and monthly oversight and response to public reviews, complaints, and escalations.
• Drive email marketing campaigns to support existing customer knowledge and engagement.
• Create internal resources that support Customer Success team efficiency, including writing and updating a library of phone scripts and canned responses relating to our various services.
• Deliver customer-facing deliverables, including DIY manuals and guides that support our customers and enhance their experience.
• Understand standards for content governance in terms of legal communication best practices, brand voice, and consistency, and execute against content requests in alignment with these standards.

Who You Are

Boundless Immigration is looking for a Communications Specialist to join our Customer Success and Marketing team. In this role, you'll be responsible for crafting both internal and customer-facing content such as manuals, Do-It-Yourself (DIY) guides, templates, training materials, knowledge base copy, scripts and canned responses for customer-facing teams, copy for policy & process updates, and more!

As a Communications Specialist, you are passionate about leveraging written communication and content to inform, engage, and delight our customers. You're a strong English writer, able to easily distill complex information into clear, concise, and accurate documentation for our customers and internal stakeholders. You are excited about supporting cross-functional, content-driven initiatives that improve the overall customer experience. You're able to learn complex concepts quickly and then communicate that information in engaging, user-friendly copy that maintains the tone and brand voice of Boundless and our partner company, RapidVisa.

What You Bring

• 3–5 years of prior content or technical writing experience.
• Experience working with customer service or enablement functions a plus.
• Strong English written and oral communication skills; ability to distill complex ideas into easily understood language.
• Email marketing experience, including assembling email marketing campaigns with internal partners.
• Knowledge of EMS systems such as Salesforce CRM /MCE and other related tools.
• Problem-solver with a sense of urgency – You can think, write, and act fast with agility to allow for real-time testing, learning, and rapid iterations.
• Proactive and collaborative – you love working with teams and your team likes working with you.
• Detail-oriented while under pressure to meet deadlines.
• Innate sense of ownership and accountability.
• Highly organized and can juggle multiple creative projects simultaneously. Must share work samples, preferably a portfolio of various work.

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with 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!