Customer Experience Position - Canada - Passport

Passport Canada

1 week ago

$130,000 - $150,000

Description

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, , 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.

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.

Strategic Leadership:
Define and uphold high standards for customer interactions, refine our knowledge base, and spearhead training and support for new features

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.

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
5+ years of customer service experience with 2-4+ years managing a team that uses ticketing software (e.g., Strong problem-solving aptitude with an ability to manage and resolve conflict with easeExperience working with offshore teams
~ can own and manage a project end-to-end with an ability to constantly prioritize
~ Proactive about offering feedback and advocating for improvementsHigh aptitude for using data to gather insights and make informed decisions
~ Undergraduate degree or equivalent required
~ a DTC product, shipping, warehouse, etc)
~ Healthcare, dental, and vision

Bi-Annual Remote Work funds
100% remote work environment #LI-Remote
Flexible PTO
Themed happy hours bring on the Zoom comedians, popashot contests, and sip 'n paints
Quarterly team (virtual) gatherings and annual allcompany offsites in cities around North America
Onetime remote work setup stipend to make your athome office dazzle

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