Customer Experience 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. 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 e-commerce experts, integrations with Shopify and other e-commerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.

About the Role

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.

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.

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 environment
• Identify recurring issues and contribute feedback to improve our procedures

About You

• 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal)
• Genuine care about helping customers receive their packages and reducing anxiety
• Clear and warm communication skills in written and verbal English
• Ability to follow procedures while knowing when to think outside the box
• Patience with frustrated customers waiting for their packages
• Efficiency without sacrificing a personal touch
• Comfort with technology and ability to quickly navigate multiple systems
• Ability to thrive in environments where processes are evolving
• Eagerness to learn and grow within a supportive team