Payment Solutions Team Lead II

Team Lead II

At Boundless | RapidVisa Phils. Inc.

Onsite, Cebu, Philippines

About Boundless Immigration

We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families through their entire immigration journey and their first ten years of life in a new country.

Since 2020, Boundless has become the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams and becoming the first brand in an industry that has never had one before.

We're backed by influential early-stage venture investors around the country, including Foundry Group (led by Brad Feld), Emerson Collective (Laurene Powell Jobs’ foundation), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and Jerry Yang, and are well-capitalized for years of growth.

What You Will Do

• As a Team Lead II within the Payment Solutions Team, you will lead and coach a group of 4-5 Payment Solutions Specialists and Agents responsible for day-to-day Accounts Receivable & Accounts Payable execution.
• You will own a team of 3 specialists managing $1 million in AR with a target of reducing customer defaults down to 10% & 1 specialist managing the customer AP process. You ensure your team executes consistently against SLAs, quality standards, and financial targets. You are accountable for frontline performance, workload management, and first-level issue resolution. You translate priorities set by the Finance Operations Manager into clear daily actions and ensure your team has the support and structure needed to succeed.

This role is hands-on and execution-focused, combining people leadership with operational oversight and continuous improvement.

Key Responsibilities

Team Leadership & Coaching

• Lead and coach team members through daily standups, weekly 1:1s, and ongoing performance feedback.
• Own onboarding and ramp-up for new hires on the team
• Set and reinforce expectations around ownership, quality, and professional customer communication.

Performance Management & Execution

• Monitor individual and team performance against KPIs, SLAs, and quality benchmarks.
• Identify performance gaps early and implement corrective actions.

Operational Oversight (AR & AP)

• Oversee daily AR and AP operations across the Individual segments, ensuring adherence to SLAs, policies, and financial controls.
• Serve as 1st AP Approver prior to release of any “money-out”.
• Monitor workload distribution, execution quality, and backlog based on volume, complexity, and performance data.
• Ensure operational consistency across platforms and workflows.
• Provides support for the Senior Team Lead and Manager when they are out of office

Escalation Management (Level 1)

• Handle Level 1 payment-related escalations across channels (email, calls, chat).
• Resolve standard escalations independently and escalate complex or high-risk issues to the Senior Team Lead with context and recommendations.

Quality Control & Compliance

• Conduct regular audits of case handling, documentation, and customer communications to ensure compliance with SOPs and policies.
• Ensure accurate processing and adherence to financial and operational controls.

Reporting & Operational Visibility

• Create, maintain, and update operations trackers and agent-level reporting.
• Use AI (e.g., Claude) and data tools (e.g., Sigma, PowerBI, Looker, KNIME, Google Sheets) to monitor trends, flag risks, and support performance discussions.
• Share regular performance updates with the Senior Team Lead.

Process Improvement

• Identify process gaps, bottlenecks, and recurring issues within team workflows.
• Initiate and support improvement efforts that enhance efficiency, accuracy, and customer experience.
• Ensure process changes and best practices are documented and communicated to the team.

Who You Are

• You are a people-first leader who keeps execution tight and consistent.
• You are comfortable balancing coaching with accountability.
• You handle day-to-day issues calmly and know when to escalate.
• You think in terms of execution quality, risk, and throughput not just task completion.
• You lead by example and create clarity in fast-moving environments.

What You Bring

• 2+ years of experience leading financial operations and collections teams within a B2C and/or B2B Setting
• Comfortable working with financial and AR concepts; a degree in Accountancy, Management Accounting, Finance, or a related field is preferred but not a hard requirement if you can demonstrate the skill directly
• Proven experience using data tools (e.g., Claude, Sigma, PowerBI, Looker Studio, Google Workspace) to drive decisions and monitor team performance
• A proactive, strategic mindset - you anticipate risks, identify gaps early, and take action before issues escalate
• Strong communication skills, with the ability to simplify complex topics for teams and cross-functional partners
• A driver mentality - you influence others, lead with clarity, and hold the team accountable for results
• Experience with CRM and ticketing tools, paired with strong operational discipline
• A passion for building a high-performance, customer-first culture focused on clarity, ownership, and continuous improvement

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry. 

You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. 

Great company perks and benefits await you!