Offer summary

Qualifications:

1+ years of experience in customer-facing roles, preferably in a startup or high-growth company., Strong written and verbal communication skills in English., Ability to follow procedures while exercising independent judgment for unique situations., Comfortable with technology and navigating multiple systems..

Key responsibilities:

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

Track and trace customer shipments across international borders and resolve shipping concerns.

Research tracking issues and provide accurate updates while maintaining quality interactions.

Collaborate with internal teams for complex issues and contribute feedback to improve procedures.

Job description

About Passport:

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.

As a Customer Experience Associate 1, you'll be the friendly voice for customers tracking their international packages. This role focuses on helping customers understand where their orders are and resolving tracking-related concerns. You'll follow established procedures while having the autonomy to handle most issues independently, all while contributing to our culture of empathetic, quality-focused support.

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.

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 high ticket volumes while maintaining quality interactions (averaging 150 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 environmentIdentify recurring issues and contribute feedback to improve our procedures

What we're looking for:

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 anxietyYou 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

A sneak peek into our perks & benefits:

- Competitive cash and equity packages

- An annual stipend for health insurance

- A monthly work from home stipend

- 100% remote work environment #LI-Remote

- Paid Time Off