About the Role
As a Customer Experience Associate, 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.
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
You have 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal)
You genuinely care about helping customers receive their packages and reducing their anxiety
You communicate clearly and warmly in written and verbal English
You can follow procedures while knowing when to think outside the box
You're patient with frustrated customers waiting for their packages
You work efficiently without sacrificing the personal touch
You're comfortable with technology and can quickly navigate multiple systems
You thrive in environments where processes are evolving
You're eager to learn and grow within a supportive team
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.
Other open roles at Passport(2)
Passport is a global ecommerce solutions provider, empowering brands like Carpe to expand in over 180 countries worldwide. Through our unified approach—integrating technology, logistics, and expert support—Passport removes the complexities of cross-border and in-country commerce, enabling merchants to reach customers virtually anywhere. Passport provides the right solution for the right country at every stage of their international growth journey, enabling brands to unlock their global potential.
Key team members
Tim McAdam
Tian He
Adam Langston
Robin Vasan
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