CX Associate

About the role

As a Customer Experience Associate at Passport, you will be the friendly voice helping customers track their international packages. You’ll follow established procedures while having the autonomy to resolve most issues independently, contributing to a culture of empathetic, quality‑focused support.

Key responsibilities

• Provide empathetic support via email and chat for tracking‑related inquiries.
• Track and trace shipments across international borders.
• Resolve shipping concerns using SOPs, exercising judgment for unique cases.
• Research tracking issues and deliver accurate updates.
• Handle high ticket volumes efficiently (175‑250 tickets per week) while maintaining quality.
• Collaborate with internal teams for escalations on complex issues.
• Meet CSAT goals and maintain quick response times.
• Identify recurring issues and contribute feedback to improve procedures.

Required profile

• 1+ years of experience in customer‑facing roles, preferably in a startup or high‑growth environment.
• Genuine care for helping customers receive their packages and reducing anxiety.
• Clear, warm communication in written and verbal English.
• Ability to follow procedures while thinking creatively when needed.
• Patience with frustrated customers awaiting deliveries.
• Efficiency without sacrificing personal touch.
• Comfort with technology and navigating multiple systems quickly.
• Thrives in evolving, fast‑paced environments and eager to learn.