Head of Customer Experience

Head of Customer Experience

The company has an informative Careers page and the job duties make sense overall, but I'm going to say Tread Carefully for this one.

Passport Shipping | $130,000-$150,000

This job is closed and no longer accepting applications. I keep an archive of Closed jobs so that you can see how past jobs of a particular company have been rated.

Steph's Notes:

The company has an informative Careers page and the job duties make sense overall, but I'm going to say Tread Carefully for this one, for several reasons:

  1. The listed job title doesn't match the title in the job description;
  2. The job function under this role switches from Support to CX randomly.
  3. Font sizes and possibly actual fonts change from paragraph to paragraph and sometimes within the same line.
  4. There are repeated qualifications requiring, ironically, attention to detail.
  5. What feels like a low salary for a Head of / Director-level role, especially since the JD notes that this range is for high cost-of-living areas and may be adjusted "based on our geographical pay approach."

Now, some of these things may be because the Support team and/or the hiring manager is overworked and under pressure to get a JD out, but some of these issues are glaring enough that I would expect someone to have caught them (either before posting or after).

If I were applying for this role, I'd ask my interviewer to confirm the details of the role, how they arrived at that salary range, and to elaborate on the Support team's bandwidth/turnover rate.


Original Job Description: Head of Customer Experience

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:

What we're looking for:

Please apply even if you don’t meet all of the criteria!

Nice-to-Haves:

$130,000 - $150,000 a year

Our cash compensation for this role is for candidates located in Tier 1 cities such as San Francisco or New York. Other locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above.

What you'll get...

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