Account Operations Associate

Passport Integral · https://passportglobal.com/ · https://www.linkedin.com/company/passport-global/

Please watch this 2-minute video first: https://www.loom.com/share/ae0096e608284ca68e6372019b80b6ad

Remote — Mexico | Full-time | Independent contractor

Pay: $1,500 to 1,667USD/monthdependingonexperience(18,000 to $20,000 USD / year)

1+ years of experience in operations

About Passport Global

Passport Global's unique combination of technology, logistics, and expertise helps brands simplify global commerce and boost international growth.

Uniquely positioned as a partner that goes beyond traditional carriers and outsourcers, we combine innovative technology with in-house logistics and industry expertise. Our approach is to provide world-class services, empowering brands to grow while maintaining control over their stores, data, and cash flow.

At a glance

- Team: Account Operations, reporting to the Manager, Account Operations
- Schedule: Monday–Friday, 8:00 AM to 5:00 PM California / 9:00 AM to 6:00 PM CDMX (10:00 AM to 7:00 PM CDMX from early November to mid-March, when the U.S. is off daylight saving time)
- Start: As soon as possible

About Passport Passport helps leading direct-to-consumer brands such as Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases sell and ship to customers around the world. When a shipment-level or account-level problem surfaces, Account Operations is the team that owns it through to resolution, which makes this team one of the most direct links between operational excellence and customer trust.

The role

As an Account Operations Associate, you're the crucial link between our brand partners, our internal teams, and the solutions that drive customer satisfaction. Working under the Manager, Account Operations, you'll help build this team from its inception,



focusing on project management and solving complex problems that require cross-departmental collaboration. The role will grow alongside the company, so expect to help shape it as you go, with a direct impact on both customer experience and operational excellence.

What you'll do

- Act as the link between solutions engineering, customer support, customer success, operations, finance, and product to solve complex problems for our customers
- Serve as the first point of escalation and main point of contact once a customer issue is identified, driving it to a swift and thorough resolution
- Work as an extension of the daily operations team to deeply understand our supply chain and pinpoint where shipment-level issues occur
- Partner with Customer Success Managers to keep NPS high across our brands
- Work closely with the Customer Support team to triage account-level issues
- Track and document recurring issues so the team can fix root causes, not just symptoms

Who we're looking for Must-haves

- Based in Mexico
- Fluent English (written & spoken)
- 1+ years of experience in operations

Nice-to-haves

- Experience with Zendesk, Notion, Salesforce, or similar systems
- Familiarity with eCommerce, shipping, logistics, or 3PL workflows
- Experience analyzing large data sets and presenting findings clearly

About you

- You have strong pattern-recognition skills: you spot trends and connections others miss by digging into data and pulling at threads




- You take full ownership of tasks and outcomes, seeing projects through from start to finish
- You're energized by new, never-before-faced problems and bring clarity to ambiguity
- You have a team-first mentality and enjoy partnering with others to find solutions
- You collaborate well with a wide range of brands and internal stakeholders
- You stay composed under pressure and can handle tough conversations with grace, knowing how to reassure clients when needed
- You're highly organized and comfortable working across multiple platforms and tools
- You're excited to be a jack/jill of all trades in a role that evolves as the company grows

Please apply even if you don't check every box.

Why this role

- Build the team from the ground up. You're joining Account Operations at its inception and will help define how it works.
- Solve problems at the root. The team values fixing causes, not applying quick fixes.
- Customer-obsessed. Brands feel heard and trust the team to resolve their issues thoroughly.
- Direct impact. Your work directly affects businesses shipping worldwide.
- Cross-functional exposure. You'll work daily with solutions engineering, support, customer success, operations, finance, and product.
- A team that shows up. Supportive and fun, and the hard workers in the room when it matters most.

Terms

- Contract type: Independent contractor (you will be responsible for your own taxes and benefits)
- Payment: Paid monthly in USD
- Working hours: 8:00 AM to 5:00 PM California / 9:00 AM to 6:00 PM CDMX
- Equipment: You need to provide your own computer equipment and internet

Application Process

- Apply
- 20-minute AI interview
- 20-minute interview with Latin Remote Workers
- Practical take-home assessment
- Interviews with Passport Global

📌 Account Operations Specialist (México)
🏢 Latin Remote Workers
📍 México