<h1>Level 1 Customer Support Agent</h1> <h3>About <a href="https://www.getparsel.com/">Parsel</a></h3> <p>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.</p> <h3>About the Role</h3> <p>As a <strong>Level 1 Customer Support Agent</strong>, you’ll be the first point of contact for customers experiencing delivery issues. Your primary responsibility is to <strong>resolve delivery-related questions and exceptions quickly, accurately, and professionally</strong>, while following established workflows.</p> <p>This role is especially suited for someone with <strong>hands-on knowledge of US last-mile delivery</strong> who understands how packages move from fulfillment through final delivery and can confidently explain shipment statuses and next steps to customers.</p> <p>This role executes established policies and workflows — it does not define them.</p> <h3>Key Responsibilities</h3> <ul> <li> <p>Handle inbound <strong>end-customer support tickets related to US package deliveries</strong></p> </li> <li> <p>Investigate shipment issues and provide clear, accurate updates to customers</p> </li> <li> <p>Understand and interpret common carrier tracking statuses, including:</p> <ul> <li> <p>In transit</p> </li> <li> <p>Out for delivery</p> </li> <li> <p>Delivery attempted</p> </li> <li> <p>Delivered but not received</p> </li> <li> <p>Delayed/stalled shipments</p> </li> <li> <p>Lost or missing packages</p> </li> <li> <p>Address-related exceptions</p> </li> </ul> </li> <li> <p>Follow predefined workflows for delivery exceptions, including ghost shipments, stalled/in-transit delays, delivered-not-received cases, and other NPLB scenarios</p> </li> <li> <p>Communicate shipment status, next steps, and expectations clearly and empathetically</p> </li> <li> <p>Coordinate with carriers and internal teams when additional investigation is required</p> </li> <li> <p>Escalate issues appropriately when they fall outside established workflows</p> </li> <li> <p>Accurately document customer interactions, shipment details, and resolutions</p> </li> </ul> <h3>What We’re Looking For</h3> <ul> <li> <p><strong>2+ years of customer support experience</strong>, preferably supporting <strong>US e-commerce, parcel delivery, shipping, or last-mile operations</strong></p> </li> <li> <p>Strong understanding of <strong>US last-mile delivery and carrier operations</strong></p> </li> <li> <p>Experience supporting <strong>end customers directly</strong> with delivery or shipping-related questions</p> </li> <li> <p>Familiarity with major US carriers such as <strong>USPS, UPS, FedEx, Amazon Logistics</strong>, or similar</p> </li> <li> <p>Ability to understand and explain common <strong>tracking statuses and delivery exceptions</strong></p> </li> <li> <p>Working knowledge of <strong>US ZIP codes, shipping zones, delivery routes, and how packages move through the US</strong></p> </li> <li> <p>Strong written communication and ability to explain delivery information clearly to customers</p> </li> <li> <p>Comfortable working with ticketing systems and structured workflows</p> </li> <li> <p>Strong attention to detail and accurate documentation</p> </li> <li> <p>Ability to stay calm, empathetic, and solution-oriented when handling frustrated customers</p> </li> <li> <p>Experience in general logistics, transportation, or supply chain is a plus</p> </li> </ul> <h3>Performance Metrics</h3> <ul> <li> <p><strong>First Response Time (FRT):</strong> < 5 minutes during business hours</p> </li> <li> <p><strong>SLA Adherence:</strong> > 95%</p> </li> <li> <p><strong>CSAT:</strong> > 4.5 / 5</p> </li> </ul> <h3>Shift & Schedule</h3> <ul> <li> <p><strong>Working hours:</strong> 10:00 AM – 7:00 PM PST, including a one-hour lunch break</p> </li> <li> <p>Weekend coverage with 2 weekday off</p> </li> <li> <p><strong>Holiday Peak Season (Nov–Dec):</strong> Additional shift flexibility may be required</p> </li> <li> <p>Occasional schedule adjustments may be requested to support team coverage</p> </li> </ul> <h3>Compensation & Benefits</h3> <ul> <li> <p>Competitive salary based on experience</p> </li> <li> <p>Opportunities for professional growth and career advancement</p> </li> <li> <p>Collaborative and dynamic work environment</p> </li> </ul> <h3>Ideal Candidate Profile</h3> <p>The strongest candidates will have a combination of <strong>customer service experience + US last-mile delivery knowledge</strong>. Someone who has worked directly with customers on <