[Hiring] Customer Experience Associate @Passport

Role Description

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 175 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

Qualifications

• 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.