Customer Support Agent

Level 1 Customer Support Agent

AboutParsel

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 aLevel 1 Customer Support Agent, you’ll be the first point of contact for customers experiencing delivery issues. Your primary responsibility is toresolve delivery-related questions and exceptions quickly, accurately, and professionally, while following established workflows.

This role is especially suited for someone withhands-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 inboundend-customer support tickets related to US package deliveries

• Investigate shipment issues and provide clear, accurate updates to customers

• 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 supportingUS e-commerce, parcel delivery, shipping, or last-mile operations

• Strong understanding ofUS last-mile delivery and carrier operations

• Experience supportingend customers directly with delivery or shipping-related questions

• Familiarity with major US carriers such asUSPS, UPS, FedEx, Amazon Logistics, or similar

• Ability to understand and explain commontracking statuses and delivery exceptions

• Working knowledge ofUS 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 ofcustomer service experience + US last-mile delivery knowledge. Someone who has worked directly with customers onUS package deliveries, tracking issues, carrier exceptions, and delivery problems is strongly preferred over someone whose experience is primarily in trucking, freight, or B2B logistics.