CX Associate
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 4h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 6d ago
The date the source published, not the day we noticed it (2026-09-24). Last seen at its source 2h ago.
We have tracked this listing since 24 Sep 2026 (6 days). The employer's own board has carried it every time we have read it, most recently 2 hours ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
Mexico
The description states no restriction of its own. This is the source's own tag.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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ashby employer's own board first seen 6d ago · last seen 2h ago
The listing
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 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
You have 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal)
You genuinely care about helping customers receive their packages and reducing their anxiety
You communicate clearly and warmly in written and verbal English
You can follow procedures while knowing when to think outside the box
You're patient with frustrated customers waiting for their packages
You work efficiently without sacrificing the personal touch
You're comfortable with technology and can quickly navigate multiple systems
You thrive in environments where processes are evolving
You're eager to learn and grow within a supportive team
Why join the CX team?
You'll be part of a supportive team that has each other's backs during challenging times. We value quality over speed, thoughtful problem-solving over quick fixes, and genuine customer connections over transaction volumes. If you're looking for a role where empathy and initiative are valued and where your work directly impacts both businesses and individuals worldwide, we'd love to hear from you.