Job Description
Overview
We are seeking two Immigration Support Specialists to support a high-volume, fast-paced operations team focused on U.S. immigration-related inquiries. These individuals will play a critical role in stabilizing operations by managing ticket-based requests, ensuring quality responses, and supporting ongoing process improvements.
This is a 6-month contract (June 1 – December 31) based on-site in Costa Rica (Calle Blancos, GL10), working 5 days per week.
Key Responsibilities
Manage intake and triage of immigration-related tickets
Respond to inquiries using established SOPs and internal documentation
Escalate complex or non-standard cases to appropriate specialists
Maintain a strong focus on quality, accuracy, and adherence to metrics
Handle a high volume of work (~600–700 tickets per month)
Collaborate with team members to improve SOPs and documentation
Support ad hoc projects and operational initiatives as needed
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Must Haves
English proficiency: Strong written communication skills (B2+ level or higher), with the ability to understand and convey legal or technical information clearly
Experience: 3–5 years of relevant experience in:
HR operations, employee services, or compliance-focused roles OR
Ticket-based customer support in a structured, process-driven environment
Customer mindset: Demonstrated ability to communicate clearly, proactively, and with a service-oriented approach
Adaptability: Comfortable working in ambiguous environments with frequent policy and process updates
Process adherence: Experience following SOPs and ensuring accuracy in high-volume workflows
Technical skills: Familiarity with ticketing or case management systems and standard Microsoft tools
Nice to Have Skills & Experience
Plusses
Experience supporting immigration-related processes, particularly U.S. immigration
Exposure to HR compliance or policy-driven environments
Experience using Asana or similar workflow/project management tools
Experience contributing to SOP development or process improvement initiatives
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.