Account Operations Associate en Passport Shipping

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.

• Act as a link between solutions engineering, customer support, customer success, operations, finance, and product to solve complex problems for our customers
• Be the first point of escalation and main point of contact once a customer issue has been identified
• Work as an extension of the daily operations team to truly understand how our supply chain operates and where shipment level issues can occur
• Collaborate with Customer Success Managers on maintaining high NPS scores for our brands
• Work closely with the Customer Support team to help triage account level issues

• Problem Solver: You love the thrill of solving a new, never before faced problem
• High Ownership: Take full responsibility for tasks and outcomes
• High Pattern Recognition: Recognize trends and patterns from parsing through data and pulling at threads
• Customer Service & Account Management: You know how to have tough conversations with customers and soothe clients when necessary
• Good with Stress: Customers aren’t always happy when issues occur, you maintain composure and get shit done in stressful situations
• Collaborative: Work effectively with a wide variety of brands and internal stakeholders.
• Super Organized: Utilize and work between tools like Notion project boards, Salesforce, and Zendesk for efficient case management (it’s okay if you haven’t used these specific ones before)
• Great with Data: You’re able to tell a story and find the common thread in large chunks of (sometimes messy) data

• 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!