Community Support Specialist

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

As a Community Support Specialist, you’ll play a critical role in ensuring Boundless Life families have an exceptional experience across every touchpoint of their journey. Reporting to the Head of Community, you’ll oversee customer success, support, and escalations to ensure families feel supported and empowered throughout their Boundless Life experience.

You’ll contribute to the Boundless Life experience by:

• Supporting local and education teams in resolving customer support inquiries efficiently and empathetically.
• Troubleshooting and resolving escalated community issues, ensuring quick resolutions and clear communication with families.
• Maintaining a strong Net Promoter Score (NPS) by ensuring speedy resolution times and delivering exceptional support experiences.
• Collaborating with cross-functional teams to escalate and address complex concerns efficiently.
• Managing and optimizing customer service tools (e.g., ticketing systems) to track and address family needs in real time.
• Automating and streamlining processes for families to improve engagement.
• Collecting and analyzing family feedback to identify trends, improve processes, and inform decisions.
• Ensuring seamless communication and alignment on family support initiatives by collaborating with other departments.

• This is a fully remote position.

What’s in it for you

• Be part of a mission-driven, fast-growing company that’s redefining family lifestyles.
• A global team and the opportunity to collaborate across multiple locations.
• Opportunities to grow and develop as Boundless Life expands.
• Discounts to participate in Boundless Life cohorts at all locations.
• Equity package as part of the compensation

About You

• Minimum 4 years of experience in customer service, operations, or community support, preferably in the travel industry (e.g. airline) or family- or community-focused organization.
• Strong problem-solving and listening skills with a proactive and empathetic approach to resolving customer concerns.
• Excellent organizational and communication skills, with the ability to manage multiple priorities effectively.
• Experience building and managing customer support teams, including training, mentoring, and optimizing team performance.
• Experience with tools like HubSpot, Slack, and Airtable, as well as building and maintaining documentation systems.
• A natural collaborator who enjoys working across teams to ensure a seamless experience for customers.
• Fluent in English; additional languages are a bonus.

✨ What's Next?