Community Support Lead

👋 About Boundless Life

Boundless Life empowers remote workers to experience—with their families—the nomad lifestyle many people without children have been enjoying for years. We create a complete "live abroad" immersive experience for families looking to embrace what the digital age and the world have to offer.

Through premium kid-friendly lodging and a cutting-edge education system that follows children wherever they go, Boundless brings together a community of like-minded families who want to explore the planet while working remotely and having a positive impact on their lives and the world.

Since our founding in 2021, we’ve grown to six locations across two continents with a team of close to 100 diverse team members. This year, we’re expanding into two new LATAM locations, with ambitious goals to design a lifestyle enabling balance, growth, and deeper connections with ourselves, our families, nature, and the world.

🙌 The Role

We’re looking for a Global Community Support Lead to take full ownership of customer service, escalations, and customer success processes—ensuring an exceptional experience for our globally mobile families. This autonomous and impact-driven role will focus on building and optimizing systems, resolving customer issues with empathy, and driving high Net Promoter Scores (NPS).

This leader will collaborate closely with admissions, onboarding, operations, and education teams to proactively address customer needs, anticipate pain points, and turn challenges into opportunities for delight. With a background in education, travel/tourism, or hospitality, the ideal candidate thrives in fast-paced, community-driven environments and is eager to scale a customer success function from the ground up.

What You’ll Do

Customer Success & Retention

• Serve as the primary advocate for families, ensuring they have a seamless, enriching experience from Admission to Alumni.

• Develop proactive strategies to increase satisfaction, retention, and referrals.

• Lead customer satisfaction measurement efforts, including NPS, CSAT, and feedback loops.

Customer Support & Escalation Management

• Build and oversee customer service protocols, ensuring fast and empathetic issue resolution.

• Handle escalations with care and diplomacy, working cross-functionally to drive solutions.

• Implement best-in-class service recovery strategies that turn dissatisfied customers into loyal advocates.

Process Development & Systems Implementation

• Design and launch scalable customer support systems, leveraging automation where possible.

• Evaluate and improve current customer service tools (CRM, ticketing, feedback systems, etc.).

• Co-develop clear SOPs, playbooks, and training materials with cross-functional team members.

Collaboration & Leadership

• Work closely with admissions, onboarding, operations, and education teams to ensure a frictionless experience for families.

• Act as a strategic thought partner, providing insights and recommendations to leadership.

• Eventually build and lead a customer success team, fostering a culture of excellence and empathy.

Who You Are

Customer-obsessed – You genuinely care about people and thrive on making their experience exceptional.
Autonomous & resourceful – You take ownership, figure things out, and build solutions that last.
Empathetic & solutions-driven – You turn customer challenges into opportunities for delight.
Operationally strong – You’re comfortable implementing systems and processes from scratch.
Collaborative & cross-functional – You work seamlessly across teams to drive alignment.

What You Bring

• 6+ years in customer success, customer service, or guest experience, ideally in education, travel/tourism, or hospitality.

• Experience handling customer escalations with tact, empathy, and problem-solving skills.

• Proven ability to build customer service systems (CRMs, ticketing, feedback management).

• Background in developing processes and SOPs to improve efficiency and experience.

• Experience working in fast-growing, dynamic environments where agility is key.

• Strong communication and relationship-building skills with both customers and internal teams.

• Bonus: Experience managing or mentoring customer support teams.

✨ What's Next?

1. First call with our Recruitment team (30 minutes)

2. Interview with the Chief of Staff (60 minutes)

3. Interview with the Hiring Manager (60 minutes)

4. Case Study / Practical Assessment 

5. Interview with Head of Community (60 minutes)

6. Conversation with Boundless Life CEO (30 minutes)

🛑 Note: This process is subject to change based on role needs and candidate experience.