Customer Support Agent

About the Client (Parsel)
Parsel is a logistics and operations platform designed to simplify and optimize supply chain processes. By leveraging advanced technology and customer-centric solutions, Parsel streamlines order management, enhances customer service, and ensures efficient delivery operations. Their commitment to operational excellence drives innovation in the logistics sector, providing clients with seamless and reliable services.
About the Role
As a Level 1 Customer Support Agent at Parsel, you'll serve as the frontline executor of customer communication and predefined exception workflows. Your primary mission is to prevent escalations by resolving delivery issues correctly, quickly, and consistently at first contact. This role is central to Parsel's No Package Left Behind (NPLB) initiative — our commitment to achieving 99.5% delivery reliability.
This role executes policy — it does not define it.
Key Responsibilities
Handle inbound end-customer delivery tickets with professionalism and urgency
Execute predefined exception workflows including ghost shipments, stalled/in-transit delays, delivered not received, and more
Communicate shipment status, next steps, and expectations clearly and consistently to customers
Escalate issues as required / needed
Log outcomes accurately to support tracking visibility and reporting
Performance Metrics
First Response Time (FRT): < 5 minutes during business hours
SLA Adherence: > 95%
CSAT: > 4.5 / 5
Qualifications
2+ years of customer support experience, preferably in logistics, e-commerce, or SaaS
Strong written communication skills with ability to convey complex information clearly
Comfort working with ticketing systems and following structured workflows
Attention to detail and commitment to accurate documentation
Ability to remain calm and solution-oriented under pressure
Empathy for customers experiencing delivery issues
Shift & Schedule
Working hours: 10:00 AM – 7:00 PM PST (includes a one-hour lunch break)
Weekend or Alternative Coverage Hours may be required with notice (alternative weekday off when working a weekend shift).
Holiday Peak Season (Nov–Dec): May require alternative shift coverage with advance notice.
Coverage flexibility: Occasional shift adjustments may be requested with notice to support team coverage needs.
Compensation and Benefits
Competitive salary based on experience.
Opportunities for professional growth and career advancement.
Collaborative and dynamic work environment.