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Head of Customer Experience



Customer Service
United States · Remote
Posted on Saturday, May 11, 2024
About Passport:
Our goal is to help brands reach their global potential by building the #1 international eCommerce enablement solution for DTC brands.
Hundreds of the world’s top direct-to-consumer brands like iHerb, Tommy John, Native, Ritual, Seed.com, and more trust Passport to enable their international eCommerce channel. With an expansive network, an in-house team of logistics and eCommerce experts, and an easily deployed customer experience platform, Passport is the partner that growth-focused brands trust to expand their business internationally.
We’re growing quickly and are looking for the right leader (Sr Manager or Director level) to help grow and scale Passport’s Customer Support team. This position requires a strategic thinker with proven leadership skills, strong communication abilities, and a deep understanding of customer support best practices. The Director of Support will be responsible for ensuring the delivery of high-quality support to our brands while optimizing processes and driving continuous improvement initiatives in support and cross functionally.
You will directly manage a global & remote team and play an integral role in the retention and success of our 400+ brands. Your leadership will ensure our brands receive exceptional support, directly influencing their perception and satisfaction with Passport.
You will own defining standards, our knowledge base, guiding ongoing training efforts and support of new features, setting KPIs and managing the team to achieve those goals.

What you'll do:

  • Strategic Leadership: Define and uphold high standards for customer interactions, refine our knowledge base, and spearhead training and support for new features. Define the quarterly OKRs for our CX team, leveling up each quarter
  • Performance Management: Set clear Key Performance Indicators (KPIs) for the CX team and drive the team to achieve these targets.
  • Team Management: Directly oversee a global team, ensuring efficient ticket handling, fostering team growth, and maintaining quality control across all customer interactions.
  • Operational Modeling: Manage staffing, scheduling, and ticket coverage for optimal customer support. Develop and maintain CX forecasting models to anticipate peak periods and optimize resource allocation.
  • Innovation and Improvement: Continuously iterate on what’s existing to enhance Passport’s support to our brands. Refine our knowledge base & build out the right workflows on our AI chatbot to help our customers self service with ease
  • Cross-Functional Collaboration: Work closely with Product, Engineering, Operations, and other key departments to align on business objectives and enhance product-level solutions based on customer feedback.

What we're looking for:

  • Please apply even if you don’t meet all of the criteria!
  • Demonstrated desire and love for providing exceptional customer service
  • 5+ years of customer service experience with 2-4+ years managing a team that uses ticketing software (e.g., Zendesk). You’ve managed and scaled customer support teams, and enjoy the challenges associated with maintaining excellence at scale / without compromising for scale
  • Excellent communication (written and oral), attention to detail, and a resourceful problem-solving attitude
  • Strong problem-solving aptitude with an ability to manage and resolve conflict with easeExperience working with offshore teams
  • Ability to quickly understand and use multiple technologies and tool sets
  • Self-driven and highly motivated with a true sense of ownership from start to finish
  • Highly organized, with strong attention to detail; can own and manage a project end-to-end with an ability to constantly prioritize
  • Proactive about offering feedback and advocating for improvementsHigh aptitude for using data to gather insights and make informed decisions
  • Zendesk experience required
  • Undergraduate degree or equivalent required
  • Nice-to-Haves:
  • Experience supporting logistics (e.g., a DTC product, shipping, warehouse, etc)
  • Familiarity with the tools we currently use: Zendesk, Notion, StellaConnect
What you'll get...
- Competitive cash and equity packages
- Healthcare, dental, and vision
- 401(K) Match
- Bi-Annual Remote Work funds
- 100% remote work environment #LI-Remote
- Company issued laptop
- Flexible PTO
- Themed happy hours - bring on the Zoom comedians, pop-a-shot contests, and sip ‘n paints!
- Quarterly team (virtual) gatherings and annual all-company offsites in cities around North America
- Learning & Development Fund for upskilling or products to improve your day-to-day work life
- One-time remote work set-up stipend to make your at-home office dazzle
- Teammates around the world in 8 different time zones!