Knowledge Base Specialist

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