Customer Success Enablement Manager
Functionality: CSO, Business; Client Success
Boundless Inc.
Cebu, Philippines
Your Mission
As a Customer Success Enablement Manager at Boundless, you’ll drive operational efficiency and enhance client satisfaction by supporting immigration case progression, maintaining data accuracy, and facilitating internal alignment. You’ll partner with our attorneys, project managers, customers, and cross-functional stakeholders to keep our cases on track and our clients informed. Your work will enable the legal team to focus on high-impact legal services by coordinating essential documentation, surfacing risk indicators, and identifying operational improvements. You’ll serve as a second-in-command on your work group—ready to step in when needed, while building toward long-term ownership.
What You Will Do
In this role, you will:
- Coordinate with clients, HR teams, and attorneys to collect case documentation and initiate requests to third-party vendors (e.g., translation services, education evaluations, expert opinions).
- Monitor and escalate at-risk cases (e.g., PWDs, PERMs, LCAs) through routine reporting tools; ensure proactive follow-up and legal review.
- Track missed case projections and flag them for legal or strategic escalation, identifying impacts to compliance or growth.
- Maintain accurate data across internal systems (case management tools, Ellis) and support data cleanup initiatives tied to compliance, revenue, and reporting.
- Collaborate cross-functionally to create ad hoc reports and present insights on process gaps, pod metrics, or account health.
- Provide high-quality, timely communication to corporate clients and international employees, triaging questions or routing inquiries to appropriate stakeholders.
- Act as a Boundless platform power user—surface UI/UX feedback from the client experience and translate user needs into clear feature suggestions or fixes.
- Partner with the team on knowledgebase and Help Center content, suggesting edits or creating entries to improve client education.
- Provide additional coverage for Project Manager during time away, ensuring continuity across open cases and customer communications.
- Navigate government portals (e.g., FLAG, DOL wage tools, SWA systems) confidently to assist with tasks like setting up accounts, checking form timelines, or identifying regulatory nuances.
- Stay updated on product and immigration changes, attending company-organized training sessions and workshops to enhance knowledge and ensure a positive client experience.
About You
- Experience in a high-volume operations or client-facing environment, ideally in immigration, legal, or HR services
- Exceptional organization and communication skills; able to synthesize information and relay it clearly across teams and clients
- Detail-oriented, with a proactive mindset toward issue spotting and escalation
- Familiarity with immigration processes (H-1B, TN, L-1, PERM, I-140) and comfort speaking to timelines, documentation, and stakeholders
- Data- and process-savvy; you’re comfortable interpreting internal reports, dashboards, and case tools, and using them to recommend improvements
- Thrive in a remote, fast-paced environment; you know how to prioritize, self-manage, and stay aligned with team goals
- Demonstrated ability to juggle multiple tasks, meet deadlines, and pivot when priorities shift