This post is part of our ongoing ‘Why I joined Borderless’ series, where we spotlight new team members and the journeys that brought them here.
We’re delighted to welcome Kat to Borderless as our new Customer Success Lead. With over a decade of experience in building, scaling, and leading customer success teams, Kat brings a deep passion for service and a unique background spanning social impact and high-growth tech.
She joins us at a pivotal time, as Borderless continues to scale with over 350 providers across the UK and demand for immigration compliance grows across every corner of the care sector.
Here’s what Kat had to say about joining Borderless:
What drew you to Borderless?
During my time in the homelessness sector, I spent many days working from asylum hotels. I saw first-hand how complicated and terrifying right to work and leave to remain processes are, especially for people newly arrived in the UK. The idea of a service bringing clarity to the immigration space massively appealed to me.
What were your top reasons for joining?
I’ve always worked in start-ups, and there’s nothing more exciting than being on the journey as a business grows from 30 to 300 people. At this stage, there are endless puzzles to solve and so many ways to effect change rapidly, with no two days the same.I’ve been passionate about delivering exceptional customer service since my first proper job at a car insurance call centre when I left school (not easy when you can’t even drive - still can’t!). Over the last decade (👵), I’ve been lucky enough to pursue this passion: building out CS processes, managing exceptional CSMs, and now creating the CS function at Borderless - something that really excited me.Section 2: Role and Vision
What is your role at Borderless, and what will you be focusing on?
CS Lead - I’ll be building a Customer Success team that delivers best-in-class service to our customers in a scalable way.
What’s your vision for the team/product/function you’re leading?
As Customer Success Lead, I’ll be building a team of customer champions: people who understand our clients inside and out, and who represent their needs and feedback across the business.
My vision is to deliver best-in-class service in a scalable way — using data, automation, and deep relationships. I want the CS function to be a driver of revenue, not just retention. We’ll prove our ROI by helping customers succeed, grow, and stay compliant with confidence.
What are you most excited to build or change here?
First, tools that make our CSMs’ lives easier. That means:
- Better visibility into customer behaviour
- Clear triggers to prioritise support
- Streamlined inboxes that don’t feel overwhelming
And second, a sense of rhythm and shared practice within the CS team. I want to create a structure where people feel supported, and where best practices aren’t just written down — they’re part of how we work.
What advice would you give to others thinking of joining Borderless?
Get comfortable with being uncomfortable! I always remind myself that I don’t need to be an immigration expert to deliver an exceptional service - I need to be a Borderless expert. Learning the product inside out and understanding the internal ways of working so you can get the immigration and support responses you need, fast, is absolutely the best place to start.
Automate Home Office Audits with Borderless
The Borderless platform provides a centralized system for all sponsorships, automating reminders for key tasks and ensuring best practices across your organization, simplifying audit preparation and ongoing compliance.
