Customer Onboarding Specialist

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.

You’re excited to join a small but mighty team of three and to build trusting relationships with our customers, direct-to-consumer e-commerce brands and 3PL fulfillment centers. You will be the first point of contact post sale and ensure a seamless onboarding experience with Passport. You love working directly with customers, project managing onboardings, liaising between teams, and iterating on processes to help us work smarter not harder. To you, it’s about improving the overall customer experience and helping all teams succeed.

The Onboarding Specialist role is a critical ingredient in ensuring our customers understand how to fully utilize Passport to grow internationally. 

What You'll Do

• Make it your mission to create an exceptional Passport experience for our customers, post sale onwards
• Build relationships with key customer stakeholders
• Understand customer pain points to help create tailor-made shipping strategies
• Project manage concurrent onboardings (brand and 3PLs) and communicate progress internally and externally
• Work closely with 3PL success team to ensure a seamless experience for shared customers
• Collaborate on scaling internal processes and workflows for successful customer onboardings, and work cross-functionally within Passport to deploy them
• Become an expert on the Passport product, while keeping up with industry trends and news

You have many of the following…

• 1-3 years onboarding experience or applicable work in project management 
• Comfortable with significant customer interaction and strong interest in building relationships
• Self-motivating team player who can work cross-functionally and multi-task
• Excellent organizational skills and project management experience
• Strong written and verbal communication skills, and the ability to describe complex problems clearly and concisely to different audiences
• Prioritize customer experience with a focus on customer happiness 
• Express empathy and the ability to take initiative on doing the right thing for the customer
• Creative problem solving skills that you want to apply in an ever-evolving environment
• Resourceful - you might not have all the answers, but you know how to find them or who to ask for help
• Bachelor’s degree or equivalent experience
• Located in North America time zone

A sneak peek into our perks & benefits:

- Competitive cash and equity packages

- Travel & Expenses funds for company events

- 100% remote work environment #LI-Remote

- Paid Time Off

- Paid Parental Leave

- Monthly team get-togethers - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!

- Quarterly team (virtual) gatherings and annual team offsites

- Learning & Development Fund for upskilling or products to improve your day-to-day work life

- One time remote work stipend to up your WFH game

- Teammates around the world in 8 different time zones!