[Hiring] Global Community Support @Boundless Life

Role Description

The Community Support role is the primary customer-facing "face and voice" of Boundless and the organization's technical fail-safe. As our company transitions all core processes into a centralized internal portal, this role is responsible for maintaining high-touch family engagement while ensuring absolute data integrity across our current systems (HubSpot, JotForm, AirTable).

We are looking for someone who thrives in a transitional environment. Your priority is to ensure that accurate data is available to our local teams exactly when and where they need it. You are a master of simple, elegant solutions, keeping systems running smoothly without over-engineering them.

What You’ll Do

• Customer Support & Communication
  • Warmth & Clarity: Ensure every Slack post and email response is welcoming, helpful, and exceptionally clear.
  • Response SLAs: Adhere strictly to Help Desk and Slack response windows, ensuring our families never feel left in the dark.
  • Community Moderation: Monitor Slack to maintain community standards, addressing cross-posting or marketplace violations with a firm but kind approach.
• The "Fail-Safe" Data Mandate
  • Interim System Auditing: Thoroughly check deals and lists in HubSpot and AirTable before automated workflows trigger to verify cohort dates, locations, and partner associations.
  • Cross-System Reconciliation: Ensure data submitted in JotForm accurately reflects in HubSpot and our legacy spreadsheets, performing manual corrections if a sync fails.
  • Local Team Enablement: Guarantee that accurate, real-time data is accessible to our General Managers and Experience Directors. Your goal is "Zero Surprises" for local teams regarding who is arriving and what their needs are.
• Tech Logic & Clean Execution
  • Process Optimization: When a gap is identified, you lean toward simple, elegant process fixes rather than building highly complex tools that require extensive team training.
  • Outbound QA: Test every email workflow, link, and redirect URL before cohort launches to prevent family confusion.
  • SOP Documentation: Maintain simple, clear documentation for your processes to ensure team redundancy and absolute data privacy.

Qualifications

• 2-3 years of experience in a fast-paced, high-touch customer support or community management role.
• Deep familiarity with CRMs and database tools (HubSpot and AirTable experience is highly preferred).
• Exceptional attention to detail—you are the kind of person who spots a mismatched date or a broken link from a mile away.
• A warm, empathetic written communication style.
• A proactive approach to problem-solving, catching potential issues before they impact families or local teams.
• The ability to troubleshoot independently and document your processes clearly.

Requirements

• Achieve a 90% response rate within 2 hours (during working hours) across the Help Desk and direct Slack messages.
• Achieve and maintain a 90% onboarding satisfaction rate.

Who You’ll Work With

You'll report directly to Bre Siderius, Community Engagement Manager.

What to Expect Next

• Intro call with the People team (30 min)
• Panel interview with the Community Engagement Manager and the Head of Community Engagement (60 min)
• Personality questionnaire
• Reference checks

Want to Know More?

Curious to learn more about what we’re building and why? Read our story and explore how Boundless Life is redefining the way families live, work, and learn around the world: https://www.boundless.life