Customer Operations Specialist

Company
Our mission is to become the world's most customer-obsessed HR platform.Borderless AI is a Toronto-headquartered global payroll platform that uses generative AI to automate and speed up how companies onboard, manage and pay their international employees, making it easier to build teams across borders.We've raised over $35M from investors including Susquehanna and Bernard Arnault (through Aglaé Ventures), and we serve industry leaders such as Telus, The Ritz-Carlton, Mejuri, Ground News and Dunlop.We partner across the HR ecosystem with companies like ADP, Workday and Paychex. Having reached product-market fit, we're focused on building a profitable, enduring business.The Opportunity
We're looking for a Customer Operations Specialist to scale the core operational infrastructure behind customer onboarding, payroll, and payments across multiple countries. In this role, you'll own complex cross-functional workflows, identify operational bottlenecks, and build automated systems to drive efficiency. You'll work closely with Product, Engineering, Sales, and our in-country partners.The ideal candidate is a structured problem solver with experience scaling operations at a high-growth tech platform, marketplace, or fintech. You love turning messy, ambiguous processes into robust, scalable systems and thrive in a fast-paced environment.Roles & Responsibilities
Own and continuously improve the workflows behind customer onboarding, payroll, payments and the full customer lifecycle across multiple countriesUse data to identify bottlenecks, errors and risks early, then redesign processes so issues don’t repeatManage relationships with in-country partners and external providers across time zones to maintain quality, speed and accuracyBuild checks into payments and onboarding workflows that catch errors and risk before they reach customersDefine operational KPIs, build dashboards and analyses, and turn findings into clear recommendations for leadershipTranslate customer and operational pain points into clear requirements for Product and EngineeringLead cross-functional projects from analysis and planning through to rolloutGreat Candidates Will Have
At least 5 years of total experience across operations, consulting, or analytics, including 2+ years running operations at a high-growth marketplace, fintech, or scaling startup in areas such as partner operations, risk and fraud, trust & safety, catalog operations or market expansionA systems mindset, with the ability to design a clear process and build the workflow that enforces itStrong, structured communication skills and comfort working with Product, Engineering, Sales and leadershipHigh ownership, comfort with ambiguity and experience in a fast-paced startup environmentExperience writing internal policies and playbooks that enable the team to scaleA degree in commerce, business, economics, finance or a related field;
an MBA or PMP is an assetAbout the Borderless AI team
We're an early-stage company that values in-person collaboration, working together five days a week at our Toronto HQWe offer a healthy benefits & perks package, including free lunch every dayWe're obsessed with our customers, and they drive most of our decisionsBig challenges don't scare us. We're solving global problems that take creativity, technology and determination. Be part of the impact!You’ll have a high degree of autonomy and trust, backed by real empowerment and supportThank you for your interest. Only candidates under consideration will be contacted.Borderless AI is an Equal Employment Opportunity employer. We make hiring decisions based on merit and business needs, and do not discriminate on the basis of race, colour, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth or any other class protected by applicable federal, state, provincial or local law.Reasonable accommodation is available for qualified individuals with disabilities upon request.Salary Range: $75,000.00 - $90,000.00
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