Director of Customer Experience

🔥 16 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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• Open for 1 day.
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Passport

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

📦 Logistics

🛍️ eCommerce

📋 Compliance

Logistics • eCommerce • Compliance

Passport is a global cross-border commerce enablement company that helps direct-to-consumer and ecommerce brands scale internationally. It provides end-to-end internationalization services including cross-border and DDP shipping to 180+ countries, in-country enablement (importer of record, local fulfillment), marketplace management, seller-of-record tax compliance, duty drawback recovery, and integrations with 3PLs and ecommerce platforms. Passport combines shipping, compliance, and localized storefront/fulfillment solutions to simplify and accelerate global expansion for B2B customers.

📋 Description

• Lead Passport’s Customer Support and Account Operations functions • Ensure proactive merchant support and reactive issue resolution deliver a consistent, high-quality customer experience • Establish goals, operational standards, and quarterly OKRs • Directly oversee and develop a global, remote team of managers and individual contributors • Build accountability, escalation processes, and a culture of ownership • Define, track, and drive performance against KPIs across Customer Support, Account Operations, and broader customer experience • Develop reporting and operating cadences to provide performance visibility and identify trends • Own staffing, scheduling, capacity planning, and forecasting, especially during peak periods • Improve workflows, resource allocation, and operational processes to support growth • Identify recurring pain points, product gaps, and improvement opportunities using customer feedback and operational data • Partner with Product and Engineering on enhancements and track solution effectiveness • Lead initiatives to reduce repeat contacts, eliminate manual work, and expand self-service • Own development of the knowledge base, support workflows, and AI-powered support tools • Evaluate and optimize automation opportunities • Collaborate with Product, Engineering, Operations, Commercial, and other teams to resolve systemic issues and support launches • Ensure ownership, accountability, and follow-through on cross-functional initiatives

🎯 Requirements

• 6+ years of experience in Customer Support, Operations, or Experience • 3+ years leading teams and developing managers • Experience scaling customer-facing operations across B2B and B2C support models • Experience with proactive account management and reactive support • Strong operational and analytical skills • Track record of using data to identify trends, solve problems, and drive measurable improvements • Experience managing KPIs, reporting, staffing, forecasting, and service-level performance • Proven ability to build scalable processes and improve efficiency • Experience balancing customer experience with business priorities • Experience partnering with Product and Engineering to translate customer feedback into product and process improvements • Strong communication, problem-solving, and prioritization skills • Ability to influence stakeholders and operate independently • Experience leading global, remote, or offshore teams • Experience in logistics, e-commerce, fulfillment, or similarly complex operational environments • Expert in Zendesk or similar support platforms, AI-powered tools, automation, and customer self-service solutions

🏖️ Benefits

• Global, remote team environment • Opportunity to lead and develop a global remote team of approximately 20 people • Role with integral impact on retention and success of Passport’s brands and their end customers

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