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

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 or alternative coverage may occasionally be required with advance notice, with an alternative weekday off

Holiday Peak Season (Nov–Dec): Additional shift flexibility may be required

Occasional schedule adjustments may be requested to support team coverage

Location

We are open to candidates based in the Philippines or India. We are intentionally maintaining a balanced team across both locations to support consistent coverage and minimize disruptions from local holidays or unexpected events.

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.