Customer Experience Associate (Fully Remote)

Passport; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Passport in the United States is seeking a customer support specialist focused on tracking inquiries. You will respond to customers via email and chat with empathy, helping resolve tracking issues and providing accurate updates across international shipments.

You will work with SOPs, navigate multiple systems, and collaborate with a supportive team that values quality, thoughtful problem-solving, and clear written and verbal English.

Qualifications

• 1+ years of experience in customer-facing roles.
• Clear and warm written and verbal English communication.

Responsibilities

• Provide empathetic support to customers with tracking-related inquiries via email and chat.
• Track and trace customer shipments across international borders, resolving concerns using SOPs.
• Research tracking issues and provide accurate updates.

Skills

Customer support

Empathy

Written English

Job description

• Provide empathetic support to customers with tracking-related inquiries via email and chat.
• Track and trace customer shipments across international borders, resolving concerns using established SOPs while exercising judgment for unique situations.
• Research tracking issues and provide accurate updates.

About You:

• You have 1+ years of experience in customer-facing roles, ideally in a startup or high-growth company.
• You genuinely care about helping customers and communicate clearly and warmly in written and verbal English.
• You're comfortable with technology, can navigate multiple systems, and thrive in evolving environments.
• You'll be part of a supportive team that values quality over speed, thoughtful problem-solving, and genuine customer connections.
• Your work directly impacts both businesses and individuals worldwide, and empathy and initiative are highly valued.

Passport

Passport empowers brands to reach their global potential by delivering international solutions for direct-to-consumer businesses, specializing in cross-border shipping and logistics. They are a growth-focused startup with an in-house team of logistics and ecommerce experts, serving clients like Carpe and GORUCK.