Account Operations Knowledge Associate
Role Overview
This is a junior to mid-level role as an Account Operations Knowledge Associate, working within the Account Operations team to develop knowledge base articles for internal and external stakeholders, serving as a point of escalation for customer issues, and collaborating across teams like solutions engineering and customer support. The hire will manage multiple projects using tools like Notion and Zendesk, track data patterns for process improvements, and directly impact customer satisfaction and operational efficiency by building a comprehensive knowledge hub.
Perks & Benefits
The role offers a 100% remote work environment with teammates in over 20 countries, implying flexibility in time zones, and includes competitive cash and equity packages, paid time off, and 8 weeks of paid parental leave. Career growth is supported through an annual Work Smart Fund for professional development, and the culture emphasizes teamwork, problem-solving, and quarterly virtual gatherings with fun activities like Zoom comedians and team offsites.
Full Job Description
About Passport:
At Passport, we empower brands to reach their global potential by delivering the #1 international solutions for direct-to-consumer businesses. What sets us apart is our expertise in international shipping—enabling brands like Carpe, OneSkin, Rhode, GORUCK, and Wildflower Cases to scale globally with ease. Our extensive network, in-house team of logistics and ecommerce experts, integrations with Shopify and other ecommerce platforms, and user-friendly portal make us the trusted partner for growth-focused brands looking to expand internationally and create seamless cross-border experiences.
About the Role
As an Account Operations, Knowledge Associate, you'll be the crucial link between our brand partners, internal teams, and the solutions that drive customer satisfaction. Working under the Account Ops Manager, you'll help shape Passport's knowledge infrastructure while ensuring our partners can confidently grow their global presence. This position offers the unique opportunity to be at the forefront of shaping a role that grows alongside our company, making a direct impact on both customer experience and operational excellence.
What You'll Do
Ideate, develop, and thoughtfully write knowledge base articles for both internal and external stakeholders, creating resources that enhance customer satisfaction and self-service capabilities
Document and expand the Passport Knowledge Hub, building a comprehensive resource library that empowers teams and customers alike
Act as a critical link between solutions engineering, customer support, customer success, operations, finance, and product teams to solve complex problems
Serve as the first point of escalation and main point of contact once customer issues are identified, ensuring swift and effective resolution
Work as an extension of the daily operations team to deeply understand our supply chain and identify where shipment-level issues occur
Track patterns across internal messages and data to identify opportunities for process improvements
Manage multiple projects simultaneously using tools like Notion, Jira, Salesforce, and Zendesk
Navigate challenging customer conversations with composure and professionalism
About You
You're a natural communicator who excels at translating complex information into clear, accessible content
You have 1+ years of experience in customer-facing roles, preferably with experience in content creation or knowledge management
You demonstrate expertise in utilizing precise and unambiguous language in your writing
You approach problems with high pattern recognition skills, able to spot trends and connections others might miss
You thrive on taking full ownership of tasks and outcomes, seeing projects through from inception to completion
You're energized by solving new, never-before-faced problems and bringing clarity to ambiguity
You maintain a team-first mentality and find joy in partnering with others to find solutions
You stay composed under pressure and can navigate tough conversations with grace
You're highly organized and comfortable working across multiple platforms and tools (experience with Zendesk, Notion, Jira, or similar systems is not required but a plus)
You can analyze large sets of data to tell compelling stories and identify common threads
You're excited about being a jack/jill of all trades in a role that evolves with company growth
You have a continuous verification mindset, ensuring documentation accuracy and reliability
Why join the AO team?
The Account Operations team is a highly collaborative group that values solving complex problems at their root rather than applying quick fixes. We're customer-obsessed, ensuring brands feel heard and trust us to resolve their issues thoroughly. Our team balances a supportive, fun work environment with being hard workers in the room when it matters most. If you're looking for a role where initiative and teamwork are valued and where your work directly impacts businesses shipping worldwide, we'd love to hear from you.
A sneak peek into our perks & benefits:
- Competitive cash and equity packages
- 100% remote work environment #LI-Remote
- Paid Time Off
- 8 weeks Paid Parental Leave
- Monthly team get-togethers - bring on the Zoom comedians, pop-a-shot contests, and sip ’n paints!
- Quarterly virtual team gatherings and biannual team offsites
- Annual Work Smart Fund to support your professional growth & working environment
- Teammates around the world in 20+ different countries!
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