Customer Onboarding Specialist

About Passport:
Passport is reinventing cross-border e-commerce logistics as the modern international shipping carrier of choice for eCommerce (customers include Bombas, Native, Ritual, Seed.com). By combining our proprietary asset light network along with technology and customer support, we ensure that consumers around the world receive their packages without the hassle and pain that is typically associated with international shipping.
We’re a growing, ambitious team looking to upend the trillion-dollar international parcel shipping industry through a world-class experience. At Passport, you will have the opportunity to work with some of the biggest e-commerce merchants in the world and think strategically on how to add value to their international business. See this TechCrunch (https://tcrn.ch/2TKQ4eO) article to understand why brands love us.
You’re excited to join a small but mighty team of three and to build trusting relationships with our customers, direct-to-consumer e-commerce brands and 3PL fulfillment centers. You will be the first point of contact post sale and ensure a seamless onboarding experience with Passport. You love working directly with customers, project managing onboardings, liaising between teams, and iterating on processes to help us work smarter not harder. To you, it’s about improving the overall customer experience and helping all teams succeed.
The Onboarding Specialist role is a critical ingredient in ensuring our customers understand how to fully utilize Passport to grow internationally. 

What You'll Do

• Make it your mission to create an exceptional Passport experience for our customers, post sale onwards
• Build relationships with key customer stakeholders
• Understand customer pain points to help create tailor-made shipping strategies
• Project manage concurrent onboardings (brand and 3PLs) and communicate progress internally and externally
• Work closely with 3PL success team to ensure a seamless experience for shared customers
• Collaborate on scaling internal processes and workflows for successful customer onboardings, and work cross-functionally within Passport to deploy them
• Become an expert on the Passport product, while keeping up with industry trends and news

You have many of the following…

• 1-3 years onboarding experience or applicable work in project management 
• Comfortable with significant customer interaction and strong interest in building relationships
• Self-motivating team player who can work cross-functionally and multi-task
• Excellent organizational skills and project management experience
• Strong written and verbal communication skills, and the ability to describe complex problems clearly and concisely to different audiences
• Prioritize customer experience with a focus on customer happiness 
• Express empathy and the ability to take initiative on doing the right thing for the customer
• Creative problem solving skills that you want to apply in an ever-evolving environment
• Resourceful - you might not have all the answers, but you know how to find them or who to ask for help
• Bachelor’s degree or equivalent experience
• Located in North America time zone

What you'll get...
- Competitive cash and equity packages- Healthcare, dental, and vision- 401K & Company Match- Bi-Annual Remote Work funds- 100% remote work environment #LI-Remote- Company issued laptop- Flexible PTO- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ‘n paints!- Quarterly team (virtual) gatherings and annual all-company offsites in cities around North America - Learning & Development Fund for upskilling or products to improve your day-to-day work life- One-time remote work set-up stipend to make your at-home office dazzle- Teammates around the world in 8 different time zones!