Customer experience associate / passport globalplease watch this 2-minute video first: full time / remotecompensation: usd $1,333 per month (based on experience)benefits:13 days of paid vacation / 5 paid sick days / 11 floating holidays per yearoption to purchase 761 sharesmust-havesbased in mexico, chile, colombia, costa rica, honduras, jamaica, or perufluent english (written & spoken)1+ years of experience in customer-facing rolesworking hours: 7 am to 4 pm california / 9 am to 6 pm cdmx / 10 am to 7 pm bogotá / limacontract type: independent contractor (you will be responsible for your own taxes and benefits).equipment: you need to provide your own computer equipment and internet.passport global / / / 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 a customer experience associate, you'll be the friendly voice for customers tracking their international packages.this role focuses on helping customers understand where their orders are and resolving tracking-related concerns.you'll follow established procedures while having the autonomy to handle most issues independently, all while contributing to our culture of empathetic, quality-focused support.what you'll do provide empathetic support to customers with tracking-related inquiries via email and chattrack and trace customer shipments across international bordersresolve shipping concerns using established sops while exercising judgment for unique situationsresearch tracking issues and provide accurate updateswork efficiently to handle high ticket volumes while maintaining quality interactions (averaging 150 tickets per week, with the ability to handle up to 250 tickets per week during peak season, november-december)collaborate with internal teams when escalation is needed for complex issuesmeet csat goals and maintain quick response timesadapt to evolving processes in our fast-paced startup environmentidentify recurring issues and contribute feedback to improve our procedures about you you have 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal)you genuinely care about helping customers receive their packages and reducing their anxietyyou communicate clearly and warmly in written and verbal englishyou can follow procedures while knowing when to think outside the boxyou're patient with frustrated customers waiting for their packagesyou work efficiently without sacrificing the personal touchyou're comfortable with technology and can quickly navigate multiple systemsyou thrive in environments where processes are evolvingyou're eager to learn and grow within a supportive teamwhy join the cx team?You'll be part of a supportive team that has each other's backs during challenging times.we value quality over speed, thoughtful problem-solving over quick fixes, and genuine customer connections over transaction volumes.if you're looking for a role where empathy and initiative are valued and where your work directly impacts both businesses and individuals worldwide, we'd love to hear from you.application processonce you apply, you'll receive a short online assessmentif you score well, i'll invite you to a video interview, and afterward we'll share personalized feedback from the conversationafter the interview, you'll complete a take-home practical exercisefinal step: you'll meet with the hiring manager