Passport

Role Description We are looking for a sharp, execution-minded Business Operations Analyst, AI Enablement to join our growing BizOps team. This is not a traditional Business Analyst role. In this role, you’ll help Passport rethink how we work at a pivotal stage in our growth—as a company that is scaling quickly, maturing operationally, and leaning heavily into AI. You’ll help design and implement better ways of working across the business, whether that means: - Streamlining a manual process - Introducing a new internal tool - Training an agent to manage part of a workflow This is a great fit for someone early in their career who brings strong judgment, follows through, and finds energy in solving sometimes unglamorous but important problems. You’ll have real ownership over your work—but you won’t be doing it alone. You’ll be part of a collaborative, cross-functional team that values learning, supports each other, and shares a deep curiosity about how we can work smarter. If the idea of playing a meaningful role in helping a company go AI-first excites you, we’d love to talk. Qualifications - A bachelor's degree in Business or equivalent experience. - Thoughtful communicator who shares ideas clearly and collaboratively. - Strong judgment, with the ability to zoom in and out between details and strategy. - Curious and resourceful—always asking, “How might we do this better?” - Interest in experimenting with AI tools to build smarter processes. - Organized and reliable—you see things through. - Belief that improving how we work internally improves how we serve customers. Requirements - 1–2 years in business operations, or a similar execution-focused role. - Exposure to automation, process improvement, or workflow design. - Some experience with low-code/no-code tools (like Parabola or n8n), and a desire to learn more. - Light experience with SQL, scripting, or dashboards. Benefits - We’d still love to hear from you. We’re looking for someone who’s excited about the role and brings a strong sense of ownership, not someone who checks every box.

• Act as a link between solutions engineering, customer support, customer success, operations, finance, and product teams. • Work as part of the daily operations team to understand the supply chain and identify shipment-level issues. • Collaborate with Customer Success Managers to maintain high NPS scores for brands. • Work closely with the Customer Support team to help triage account-level issues.

Role Description 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. - Provide empathetic support to customers with tracking-related inquiries via email and chat - Track and trace customer shipments across international borders - Resolve shipping concerns using established SOPs while exercising judgment for unique situations - Research tracking issues and provide accurate updates - Work 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 issues - Meet CSAT goals and maintain quick response times - Adapt to evolving processes in our fast-paced startup environment - Identify recurring issues and contribute feedback to improve our procedures Qualifications - 1+ years of experience in customer-facing roles (customer support at a startup or high-growth company is ideal) - Genuinely care about helping customers receive their packages and reducing their anxiety - Communicate clearly and warmly in written and verbal English - Can follow procedures while knowing when to think outside the box - Patient with frustrated customers waiting for their packages - Work efficiently without sacrificing the personal touch - Comfortable with technology and can quickly navigate multiple systems - Thrive in environments where processes are evolving - Eager to learn and grow within a supportive team Why 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.

• Oversee daily accounts payable operations, including invoice processing workflows, approval coordination, and vendor communications. • Ensure freight and operational vendor invoices are reviewed for accuracy and recorded timely and in the correct accounting period. • Support monthly close activities related to accounts payable, including accrual oversight, reconciliations, and review of AP-related journal entries. • Monitor vendor balances, statement reconciliations, and credit activity to ensure discrepancies are resolved in a timely manner. • Manage corporate card expense compliance, including coding accuracy, receipt enforcement, and adherence to company policies. • Oversee vendor onboarding processes and maintain accurate vendor records across accounting and operational systems. • Partner cross-functionally with Accounting, Operations, Commercial, and Data teams to resolve billing issues and improve shipment-level cost visibility. • Monitor invoice data ingestion and system workflows to ensure accurate expense classification and reporting. • Drive process improvements and automation initiatives to increase efficiency, strengthen controls, and support scalable AP operations. • Supervise and develop AP team members, including workload prioritization, training, and performance support. • Prepare and deliver reporting on AP metrics such as processing timelines, aging trends, and cost variances. • Assist with tax documentation and compliance requirements related to vendor payments, including annual 1099 processes. • Support ad hoc finance projects and operational initiatives as needed.

• Act as a critical link between solutions engineering, customer support, customer success, operations, finance, and product teams • Serve as the first point of escalation and main point of contact for customer issues • Work as an extension of daily operations team to understand supply chain and shipment issues • Collaborate with Customer Success Managers to maintain high NPS scores • Assist Customer Support team with account-level issues

• Make it your mission to create an exceptional Passport experience for our customers, ensuring they realize the full value of Passport and additional products • Work closely with our Head of Strategic Accounts and Vice President of Customer Success on enterprise-level account opportunities for partnership and growth that will be aligned to you. This will include being aligned with their strategy during the sales process through onboarding. • Manage the day-to-day activities for supporting our clients leveraging in-country fulfillment services from Passport • Coordinate with the larger Success organization to align growth strategies and project plans for our top performing accounts • Serve as a go-to resource for your customers needs and pain points • Travel to client sites to build relationships with key customer stakeholders • Collaborate with product and engineering to develop product enhancements and data stories to support your customers • Contribute to internal processes and workflow documents for successful customer engagement and management, and work cross-functionally within Passport to deploy them • Become an expert on the Passport product, while keeping up with industry trends and news

• Solve synchronization and load issues of our distributed API • Create and optimize relational data queries collaborating with our data specialists • Implement effective scheduled data processing tasks with our internal Routines framework • Generate properly tagged log data and analyze it with Elasticsearch • Use the power of cloud-based AWS tools and Prometheus/Grafana monitoring • Enrich our fancy knowledge base in Notion with new details and articles • Learn about the world of international shipping • Understand our clients’ pain points and needs, collaborate with some of them directly to ensure the success • Be a part of a supporting team that will help you to adapt, improve and cope with failures

Role Description We’re looking for an Associate Product Manager to lead the charge on our tracking product. This is a new role that sits at the intersection of logistics and operations, and will drive measurable impact by ensuring that Passport maintains an industry-leading tracking product across existing and upcoming products. You will work closely with engineering, operations and customer experience to ensure our tracking is reliable, efficient, and evolving with our product offerings. This is a great fit for someone who thrives in technical environments, loves making complex systems hum, and is comfortable context-switching between troubleshooting technical issues, solving for root causes of problems, understanding and monitoring data flows, and executing on a broader vision. - Own and evolve our tracking product - Maintain a clear and organized roadmap across multiple workstreams - Seek out clever ways to improve customs clearance reliability and reduce friction - Triage and troubleshoot tracking issues with urgency and clarity - Document products for both internal stakeholders and external users - Become the go-to expert in your area - Occasionally hack together an MVP solution to unblock the team or a customer Qualifications - 3–4 years of professional experience, including 1+ in product management, business analysis, engineering or solutions engineering, or a similar role - Comfort working with engineers and discussing technical tradeoffs - SQL fluency and familiarity with modern APIs/web services - Basic UX instincts and an understanding of product development frameworks - A bias for action, and willingness to roll up your sleeves to unblock progress - Experience in eCommerce, logistics, or B2B products is a plus - Strong communication skills: you know how to bring people along with you Benefits - Competitive salary + equity - 100% remote team (and we mean it) - Unlimited PTO - Quarterly virtual team events and annual offsite - Themed happy hours (Zoom comedians and pop-a-shot contests included) - Travel & expense funds for company meetups - Learning & development stipend - Teammates across 12 time zones

• Working alongside our Sales, Onboarding, Operations and Brand Success teams to ensure successful adoption of Passport and expansion within 3PL • Mapping out the inner-workings of each of our 3PL partners by identifying decision makers, understanding what each 3PL values, and how each operates • Become an expert on the Passport product, while keeping up with industry trends and news. Educating customers on product features, best practices, and new offerings to maximize their success. • Develop and execute strategies to expand existing customer relationships and drive referrals. Proactively engage with customers to ensure satisfaction, identify growth opportunities, and resolve any concerns.

• Attract, hire & retain a team of BDRs • Coach & mentor current team members as they progress through continual feedback • Act as a true “player-coach” and team player to drive process and performance improvement • Provide consistent visibility and insights into sales development activities, hand-off, dispositions, and outcomes by region, team, and individual • Optimize outbound lead generation processes and workflows for maximum efficiency and effectiveness • Provide detailed reports and insights to leadership regarding lead generation activities and results • Champion AI-powered prospecting tools across the BDR team, driving adoption, building workflows, and holding the team accountable to consistent use • Partner with Revenue Operations to identify, test, and implement new AI tools and workflows that increase SDR output quality and efficiency, serving as the team's primary voice in the evaluation process