Passport

Operations

• Act as a link between solutions engineering, customer support, customer success, operations, finance, and product teams to solve complex customer problems
• Serve as the first escalation point and main contact after customer issues are identified
• Work with daily operations to understand the supply chain and identify shipment-level issues
• Collaborate with Customer Success Managers to maintain high NPS scores for brands
• Work with Customer Support to triage account-level issues
• Help build the Account Operations team from its inception, focusing on project management and cross-departmental problem solving

Account Operations Associate

Associate

• 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
• Handle high ticket volumes while maintaining quality interactions, averaging 175 tickets per week and up to 250 tickets per week during peak season
• Collaborate with internal teams when escalation is needed for complex issues
• Meet CSAT goals and maintain quick response times
• Adapt to evolving processes in a fast-paced startup environment
• Identify recurring issues and contribute feedback to improve procedures

Account Operations Associate

CX Associate