Director of Customer Experience

The role

You will lead Passport's Customer Support and Account Operations teams. You will set operational standards and KPIs, lead a global remote team of about 20 people, and use customer data to drive improvements across the business.

What you will do

• Lead Customer Support and Account Operations so both proactive merchant support and reactive issue resolution are high quality
• Set operational standards, goals, and quarterly OKRs
• Directly oversee and develop a global, remote team of managers and individual contributors
• Define, track, and drive performance against KPIs and build reporting cadences
• Own staffing, scheduling, capacity planning, and forecasting, including peak periods
• Serve as a voice of the customer and identify recurring pain points and product gaps
• Partner with Product and Engineering to advocate for enhancements and track results
• Lead initiatives to reduce repeat contacts, remove manual work, and expand self-service
• Own the knowledge base, support workflows, and AI-powered support tools
• Work with Product, Engineering, Operations, and Commercial teams on cross-functional initiatives

Required qualifications

• 6+ years of experience in Customer Support, Operations, or Experience
• 3+ years leading teams and developing managers
• Experience scaling customer-facing operations across B2B and B2C support models
• Strong operational and analytical skills, with a record of using data to drive improvements
• Experience managing KPIs, reporting, staffing, forecasting, and service-level performance
• Ability to build scalable processes and balance customer experience with business priorities
• Experience partnering with Product and Engineering on customer feedback
• Strong communication, problem-solving, and prioritization skills
• Experience leading global, remote, or offshore teams
• Expert in Zendesk or similar support platforms, AI-powered tools, automation, and customer self-service

Nice to have

• Experience in logistics, e-commerce, fulfillment, or similarly complex operational environments

About the company

Passport supports brands and their end customers, with Account Operations and Customer Support teams that work closely with Customer Success and Operations.