Customer Support Agent
About this role
Level 1 Customer Support Agent
About Parsel
Parsel is a logistics and operations platform designed to simplify and optimize supply chain processes. By leveraging technology and customer-focused solutions, Parsel helps streamline order management, customer support, and delivery operations.
About the Role
As a Level 1 Customer Support Agent, you’ll be the first point of contact for customers experiencing delivery issues. Your primary responsibility is to resolve delivery-related questions and exceptions quickly, accurately, and professionally, while following established workflows.
This role is especially suited for someone with hands-on knowledge of US last-mile delivery who understands how packages move from fulfillment through final delivery and can confidently explain shipment statuses and next steps to customers.
This role executes established policies and workflows — it does not define them.
Key Responsibilities
Handle inbound end-customer support tickets related to US package deliveries
Investigate shipment issues and provide clear, accurate updates to customers
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Understand and interpret common carrier tracking statuses, including:
In transit
Out for delivery
Delivery attempted
Delivered but not received
Delayed/stalled shipments
Lost or missing packages
Address-related exceptions
Follow predefined workflows for delivery exceptions, including ghost shipments, stalled/in-transit delays, delivered-not-received cases, and other NPLB scenarios
Communicate shipment status, next steps, and expectations clearly and empathetically
Coordinate with carriers and internal teams when additional investigation is required
Escalate issues appropriately when they fall outside established workflows
Accurately document customer interactions, shipment details, and resolutions
What We’re Looking For
2+ years of customer support experience, preferably supporting US e-commerce, parcel delivery, shipping, or last-mile operations
Strong understanding of US last-mile delivery and carrier operations
Experience supporting end customers directly with delivery or shipping-related questions
Familiarity with major US carriers such as USPS, UPS, FedEx, Amazon Logistics, or similar
Ability to understand and explain common tracking statuses and delivery exceptions
Working knowledge of US ZIP codes, shipping zones, delivery routes, and how packages move through the US
Strong written communication and ability to explain delivery information clearly to customers
Comfortable working with ticketing systems and structured workflows
Strong attention to detail and accurate documentation
Ability to stay calm, empathetic, and solution-oriented when handling frustrated customers
Experience in general logistics, transportation, or supply chain is a plus
Performance Metrics
First Response Time (FRT):< 5 minutes during business hours
SLA Adherence: > 95%
CSAT: > 4.5 / 5
Shift & Schedule
Working hours: 10:00 AM – 7:00 PM PST, including a one-hour lunch break
Weekend coverage with 2 weekday off
Holiday Peak Season (Nov–Dec): Additional shift flexibility may be required
Occasional schedule adjustments may be requested to support team coverage
Compensation & Benefits
Competitive salary based on experience
Opportunities for professional growth and career advancement
Collaborative and dynamic work environment
Ideal Candidate Profile
The strongest candidates will have a combination of customer service experience + US last-mile delivery knowledge. Someone who has worked directly with customers on US package deliveries, tracking issues, carrier exceptions, and delivery problems is strongly preferred over someone whose experience is primarily in trucking, freight, or B2B logistics.
Originally posted on Himalayas
