At Passport, we empower brands to reach their integral potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.
About the Role
As a Customer Experience Associate, you'll be the friendly voice for customers tracking their international packages. This role focuses on helping customers understand where their orders are and resolving tracking-related concerns. You'll follow established procedures while having the autonomy to handle most issues independently, all while contributing to our culture of empathetic, quality-focused support.
What You'll Do




• 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

• Work efficiently to handle high ticket volumes while maintaining quality interactions (averaging 175 tickets per week, with the ability to handle up to 250 tickets per week during peak season, November-December)

• Collaborate with internal teams when escalation is needed for complex issues

• Meet CSAT goals and maintain quick response times

• Adapt to evolving processes in our fast-paced startup environment

• Identify recurring issues and contribute feedback to improve our procedures

What We're Looking For
• You have 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal)

• Y

📌 CX Associate (México)
🏢 Passport
📍 México