Family Success Team Lead

👋 About Boundless Life

Boundless empowers remote workers to experience - with their families - the nomad lifestyle many people without children have been enjoying for years. It creates a complete "live abroad" immersive experience for families looking to get the most of what the digital age and the world can offer.

Through premium kid-friendly lodging and a cutting-edge education system that follows the 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 we were founded in 2021, we have quickly grown to 6 locations across two continents and close to 100 team members of different nationalities. 

We’re continuing to grow at a fast pace. This year alone we’re opening 2 new locations, and have ambitious goals to empower people to have more fulfilling lives by designing a lifestyle enabling balance, growth and deeper connections with ourselves, our families, nature and the world.

🙌 The role

Your main goal as Family Success Lead is to maximize rebooking rates and member retention by ensuring only mission aligned families join our community, that they are supported and enjoy a seamless experience throughout their entire journey with Boundless Life. 

You will lead a team of Admissions, Family Relationship Managers and Community Partnerships.

Key responsibilities for your team will include: 

• Define how to best select the best long-term members of the community

• Screen applicants and assess their overall fit with Boundless Life

• Ensure the Education team has a complete profile of students and their families to best support them in their learning journey

• Design and implement a world-class onboarding process for families, including rules of engagement, sharing best practices, swag, etc.

• Support families prior to arrival on location, ensure their questions are answered and that they have all the information they need

• Build strong relationships with families to generate a strong connection to Boundless and the community

• Manage the online community platform

• Support future rebookings and increase member retention

• Ensure the team signs incredible partnerships to increase community value

Your success will be measured by:

• Family satisfaction (measured as per customer satisfaction survey)

• Rebooking rate

💥 What’s in it for you

• Fully-remote role and a truly flexible work environment where you define your work hours to what works best for you

• Fast-growing company with strong financials

• A mission driven company and team

• Autonomy to make strategic decisions and plans

• Be part of creating a new lifestyle concept in the experience economy

• Potential to grow with the team as the company grows

• Discounts to participate in Boundless Life cohorts in all locations

🫶 About you

To be successful in this role you will need to leverage your experience leading Community or Customer Success in fast growth companies with distributed teams. You will be valued for:

• Strong background in global community building functions or customer success management

• Your track record increasing member retention and rebooking revenue

• Your experience designing and implementing on boarding processes that result in high customer satisfaction

• Experience managing teams with various skill sets (education, community, partnership)

• Your excellent collaboration skills

• Effective communicator in written and verbal form

• Your track record working in a dynamic and fast-paced startup environment

• Your fluency with Slack & CRM tools

• Ideally, you have experienced the Boundless Life with your family

✨ What's next?

1. First call (30 min) with our Head of People and Culture

2. Interview with our Co-founder and Head of Demand Generation (45 min)

3. Interview with our Co-founder and CEO (45 min)

4. Interview with our Co-founder and Head of Education (45 min)

5. Final check in with Head of People and Culture (30 min)

The process might change slightly as we go along, we will keep you posted at all times. 

Want to know more about working at Boundless Life? Check out our story!