Head of Customer Experience

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

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:

• 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 ease
• Experience 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 improvements
• High 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

$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...

• 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!