Account Operations Associate

About Passport:

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 an Account Operations Associate, you'll be the crucial link between our brand partners, internal teams, and the solutions that drive customer satisfaction. Working under the Account Ops Manager, you'll help build this team from its inception, focusing on project management and solving complex problems that require cross-departmental collaboration. This position offers the unique opportunity to be at the forefront of shaping a role that grows alongside our company, making a direct impact on both customer experience and operational excellence.

What You'll Do

• Act as a critical link between solutions engineering, customer support, customer success, operations, finance, and product teams to solve complex problems for our customers

• Serve as the first point of escalation and main point of contact once customer issues are identified, ensuring swift and effective resolution

• Work as an extension of the daily operations team to deeply understand our supply chain and identify where shipment-level issues occur

• Collaborate with Customer Success Managers on maintaining high NPS scores for our brands

• Work closely with the Customer Support team to help triage account-level issues
  

What We're Looking For

• You approach problems with high pattern recognition skills, able to spot trends and connections others might miss by parsing through data and pulling at threads

• You thrive on taking full ownership of tasks and outcomes, seeing projects through from inception to completion

• You're energized by solving new, never-before-faced problems and bringing clarity to ambiguity

• You maintain a team-first mentality and find joy in partnering with others to find solutions

• You're a natural collaborator who works effectively with a wide variety of brands and internal stakeholders

• You stay composed under pressure and can navigate tough conversations with grace, knowing how to soothe clients when necessary

• You're highly organized and comfortable working across multiple platforms and tools (experience with Zendesk, Notion, Salesforce, or similar systems is not required but a plus)

• You can analyze large sets of data to tell compelling stories and identify common threads

• You're excited about being a jack/jill of all trades in a role that evolves with company growth

Why join the AO team?

The Account Operations team is a highly collaborative group that values solving complex problems at their root rather than applying quick fixes. We're customer-obsessed, ensuring brands feel heard and trust us to resolve their issues thoroughly. Our team balances a supportive, fun work environment with being hard workers in the room when it matters most. If you're looking for a role where initiative and teamwork are valued and where your work directly impacts businesses shipping worldwide, we'd love to hear from you.