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Passport is a Series B international logistics and ecommerce solutions company that enables direct-to-consumer brands to scale globally. The company specializes in international shipping, cross-border fulfillment, and integrations with platforms like Shopify, serving brands including Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases.
As an Account Operations Associate, you will serve as a critical operational link between brand partners and internal teams (solutions engineering, customer support, customer success, operations, finance, and product). You'll work under the Account Ops Manager to help build and shape this team from its inception.
Key responsibilities include:
- Acting as the first point of escalation and main point of contact for customer issues, ensuring swift and effective resolution
- Collaborating across solutions engineering, customer support, customer success, operations, finance, and product teams to solve complex customer problems
- Working as an extension of the daily operations team to understand the supply chain and identify shipment-level issues
- Partnering with Customer Success Managers to maintain high NPS scores for brand partners
- Triaging account-level issues with the Customer Support team
- Analyzing large datasets to identify trends and tell compelling stories
You'll be working in a highly collaborative environment that values solving problems at their root rather than applying quick fixes. The role offers the unique opportunity to shape a position that grows alongside the company, with direct impact on customer experience and operational excellence.
Qualifications and Requirements:
- Strong pattern recognition skills; ability to spot trends and connections by parsing data
- Full ownership mentality—seeing projects through from inception to completion
- Energized by solving novel, ambiguous problems and bringing clarity to uncertainty
- Team-first mentality and natural collaborator who works effectively with diverse brands and internal stakeholders
- Ability to stay composed under pressure and navigate difficult conversations with grace
- Highly organized and comfortable working across multiple platforms and tools (experience with Zendesk, Notion, Salesforce, or similar systems is a plus but not required)
- Data analysis skills to identify common threads and tell compelling stories
- Comfort with evolving responsibilities in a growing role
