Customer Experience Associate

At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.

What You'll Do

• Provide empathetic support to customers with tracking-related inquiries via email and chat

• Track and trace customer shipments across international borders

• Resolve shipping concerns using established SOPs while exercising judgment for unique situations

• Research tracking issues and provide accurate updates

• Work efficiently to handle 175 tickets per week, with the ability to handle up to 250 tickets per week during peak season (November-December)

• Collaborate with internal teams when escalation is needed for complex issues

• Meet CSAT goals and maintain quick response times

• Adapt to evolving processes in our fast-paced startup environment

• Identify recurring issues and contribute feedback to improve our procedures

About You

• You have 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal)

• You genuinely care about helping customers receive their packages and reducing their anxiety

• You communicate clearly and warmly in written and verbal English

• You can follow procedures while knowing when to think outside the box

• You're patient with frustrated customers waiting for their packages

• You work efficiently without sacrificing the personal touch

• You're comfortable with technology and can quickly navigate multiple systems

• You thrive in environments where processes are evolving

• You're eager to learn and grow within a supportive team

Why join the CX team?

You'll be part of a supportive team that has each other's backs during challenging times. We value quality over speed, thoughtful problem-solving over quick fixes, and genuine customer connections over transaction volumes. If you're looking for a role where empathy and initiative are valued and where your work directly impacts both businesses and individuals worldwide, we'd love to hear from you.