Customer Support Agent
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About this role
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 EST (includes a one-hour lunch break)
- Working days: This is a weekend-inclusive role. You will work weekends (Saturday and Sunday) as part of your regular schedule, with Wednesday and Thursday as your weekly off days.
- 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.