Global Shipment Support Specialist

Passport; México; Presencial; MXN 223.000 - 290.000; Jornada completa

Descripción de la vacante

Passport is seeking a Customer Experience Associate in Mexico to be the friendly voice for customers tracking international packages. You will help customers understand order status and resolve tracking-related concerns, following established procedures while handling issues with autonomy when appropriate.

You'll manage high ticket volumes with empathy, track shipments across borders, collaborate with internal teams when escalation is needed, and strive to meet CSAT goals in our fast-paced

Formación

• 1+ years of experience in customer-facing roles.
• Clear written and verbal English communication.
• Ability to follow procedures and escalate when needed.

Responsabilidades

• Provide empathetic support to customers with tracking inquiries via email and chat.
• Track and trace international shipments across borders.
• Resolve shipping concerns using SOPs and sound judgment.
• Research tracking issues and provide accurate updates.
• Handle high ticket volumes while maintaining quality interactions (avg 175 tickets/week; up to 250 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.

Conocimientos

Customer support

Communication

Empathy

Herramientas

Ticketing system

CRM

Descripción del empleo

Passport is seeking a Customer Experience Associate in Mexico to be the friendly voice for customers tracking international packages. You will help customers understand order status and resolve tracking-related concerns, following established procedures while handling issues with autonomy when appropriate.

You'll manage high ticket volumes with empathy, track shipments across borders, collaborate with internal teams when escalation is needed, and strive to meet CSAT goals in our fast-paced