While improving the “hard” resources of the physical infrastructure is important to facilitating cross-border trade, studies of global supply chain logistics performance suggest that expanding the focus to include “soft” infrastructure resources will be critical for future gains. Border management is increasingly important to North American trade facilitation, yet little is known about what constitutes the soft infrastructure of border crossings or how to design and manage this infrastructure for improved performance. Hence, this study uses an exploratory research design to examine the nature and dimensions of the soft infrastructure of border crossings. The research relies on a grounded-theory analysis of primary data collected in an exploratory case study of two border crossings between Alberta, Canada, and Montana, US.