Customer Experience Associate

About Passport:
Our goal is to help brands reach their global potential by building the #1 international eCommerce enablement solution for DTC brands.
Hundreds of the world’s top direct-to-consumer brands like iHerb, Tommy John, Native, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel.  With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.
We’re a small team looking to upend the trillion-dollar international parcel shipping industry through a world-class experience. To us, that world-class experience is driven by two things: customer support and product. As the day-to-day customer experience associate for our brands, you’ll be integral in building a trusting relationship with our customers and their customers. We want to ensure that our customers have a seamless experience with Passport. We're looking for more than someone to answer our support tickets; we're looking for an empathetic problem-finder. Someone who is hungry to learn, to take on and improve existing processes, and to grow within a VC-backed startup. You will be the eyes, ears, and voice of the customer. If that excites you, let’s talk!
This roles working hours will be 8AM - 5PM PST.

About the Role and what you’ll do…

• Working hours 8AM - 5PM PST.
• Deliver fast, helpful, and efficient service to our internal customers, partners, and end customers
• Track & trace customer shipments, rectify shipping errors, and confirm delivery status
• Respond to customers consistently and confidently by providing accurate information in all areas such as shipment status and tracking
• Effectively manage a variety of database and web-based programs in order to provide a timely response to customers
• Liaise with the Operations Department and other departments on quick and efficient resolution of customer issues and queries
• Identify areas for improvement by suggesting solutions to improve Passport's procedures, technology, and service to positively impact the Passport Customer Experience
• Ensure individual KPI’s and SLA’s are being met consistently and contribute to overall team goals
• Adhere to existing procedures as outlined in the department manuals with autonomy to identify efficiency and effectiveness improvements
• Engage our users proactively to uncover success themes and concerns, and create action plans, if appropriate 
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure that the issue is resolved 

You have many of the following...

• 1-3 years of relevant work experience in customer support/service 
• Excellent written communication skills in the English language
• Passion for making customers happy 
• Strong investigative skills to see past the symptoms and do root-cause analysis
• Highly organized and energized by getting things done and excellent at multitasking
• Flexible schedule, within reason, to help with coverage on weekends (rare) and North American holidays (11 days per year)
• Deep user empathy and an uncompromising commitment to delivering a delightful customer experience
• You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges 

What you'll get...
- Competitive cash and equity packages- Travel & Expenses funds for company events- 100% remote work environment #LI-Remote- Paid Time Off- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!- Quarterly team (virtual) gatherings and annual team offsites- Learning & Development Fund for upskilling or products to improve your day-to-day work life- Teammates around the world in 8 different time zones!