Account Operations Associate - Passport

About Passport

At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. Our expertise in international shipping enables brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally. We combine an extensive network, in-house logistics experts, and seamless integrations with platforms like Shopify to create a trusted partner for growth-focused brands.

About the Role

As an Account Operations Associate, you will be the crucial link between our brand partners, internal teams, and the solutions that drive customer satisfaction. Working under the Account Ops Manager, you will help build this team from its inception, focusing on project management and solving complex, cross-departmental problems. This role offers the unique opportunity to shape a function that grows alongside our company.

What You'll Do

• Cross-Functional Collaboration: Act as a link between solutions engineering, customer support, customer success, operations, finance, and product teams.
• Issue Resolution: Serve as the first point of escalation and main point of contact for customer issues, ensuring swift resolution.
• Operational Insight: Work as an extension of the daily operations team to understand our supply chain and identify where shipment-level issues occur.
• Performance Metrics: Collaborate with Customer Success Managers to maintain high NPS scores for our brands.
• Triage: Work closely with the Customer Support team to help triage account-level issues.

What We're Looking For

• Analytical Skills: High pattern recognition skills; able to spot trends and connections by parsing data.
• Ownership: You thrive on taking full ownership of tasks and seeing projects through from inception to completion.
• Problem Solving: Energized by solving new, ambiguous problems and bringing clarity to complex situations.
• Collaboration: A team-first mentality with the ability to work effectively with diverse brands and internal stakeholders.
• Communication: Ability to stay composed under pressure and navigate tough conversations with grace.
• Organization: Highly organized and comfortable working across multiple platforms and tools (e.g., Zendesk, Notion, Salesforce).
• Data Storytelling: Ability to analyze large sets of data to identify common threads and tell compelling stories.

Why Join the AO Team?

The Account Operations team is a highly collaborative group that values solving complex problems at their root. We are customer-obsessed and balance a supportive, fun work environment with a high-performance culture. If you are looking for a role where initiative is valued and your work directly impacts businesses shipping worldwide, we would love to hear from you.