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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer support and account operations, with a focus on performance management, operational efficiency, and team development. Proven ability to leverage data for decision-making and enhance customer experience through collaboration with cross-functional teams.
Highest-signal resume keywords
Customer Support ManagementTeam LeadershipKPI ManagementOperational EfficiencyData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportOperations ManagementAccount ManagementPerformance TrackingProcess ImprovementCapacity PlanningForecastingData AnalysisTrend IdentificationScalable Process Development
Soft Skills
Strong CommunicationProblem-SolvingPrioritizationInfluencing StakeholdersOwnership
Tools & Technologies
ZendeskAI-Powered Support ToolsAutomation SolutionsSelf-Service Solutions
Industry Keywords
B2B SupportB2C SupportLogisticsE-CommerceFulfillmentOperational Environments
About the role
Key responsibilities & impact- Lead Passport’s Customer Support and Account Operations functions
- Ensure proactive merchant support and reactive issue resolution deliver a consistent, high-quality customer experience
- Establish goals, operational standards, and quarterly OKRs
- Directly oversee and develop a global, remote team of managers and individual contributors
- Build accountability, escalation processes, and a culture of ownership
- Define, track, and drive performance against KPIs across Customer Support, Account Operations, and broader customer experience
- Develop reporting and operating cadences to provide performance visibility and identify trends
- Own staffing, scheduling, capacity planning, and forecasting, especially during peak periods
- Improve workflows, resource allocation, and operational processes to support growth
- Identify recurring pain points, product gaps, and improvement opportunities using customer feedback and operational data
- Partner with Product and Engineering on enhancements and track solution effectiveness
- Lead initiatives to reduce repeat contacts, eliminate manual work, and expand self-service
- Own development of the knowledge base, support workflows, and AI-powered support tools
- Evaluate and optimize automation opportunities
- Collaborate with Product, Engineering, Operations, Commercial, and other teams to resolve systemic issues and support launches
- Ensure ownership, accountability, and follow-through on cross-functional initiatives
Requirements
What you’ll need- 6+ years of experience in Customer Support, Operations, or Experience
- 3+ years leading teams and developing managers
- Experience scaling customer-facing operations across B2B and B2C support models
- Experience with proactive account management and reactive support
- Strong operational and analytical skills
- Track record of using data to identify trends, solve problems, and drive measurable improvements
- Experience managing KPIs, reporting, staffing, forecasting, and service-level performance
- Proven ability to build scalable processes and improve efficiency
- Experience balancing customer experience with business priorities
- Experience partnering with Product and Engineering to translate customer feedback into product and process improvements
- Strong communication, problem-solving, and prioritization skills
- Ability to influence stakeholders and operate independently
- Experience leading global, remote, or offshore teams
- Experience in logistics, e-commerce, fulfillment, or similarly complex operational environments
- Expert in Zendesk or similar support platforms, AI-powered tools, automation, and customer self-service solutions
Benefits
Comp & perks- Global, remote team environment
- Opportunity to lead and develop a global remote team of approximately 20 people
- Role with integral impact on retention and success of Passport’s brands and their end customers