Customer Experience Associate / Passport General

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Full time / Remote

Compensation: USD $1,333 per month

Must-Haves
- Based in Mexico
- Fluent English (written & spoken)
- 1+ years of experience in customer-facing roles

Working Hours: 7:00 AM to 4:00 PM Mexico City time

Contract Type: Independent contractor (you will be responsible for your own taxes and benefits).

Equipment: You need to provide your own computer equipment and internet.

Passport Global / /

At Passport, we empower brands to reach their global 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 150 tickets per week, with the ability to

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