Customer Support Agent

<h3><strong>About the Client (Parsel)</strong></h3> <p><a href="https://www.getparsel.com/">Parsel</a> 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.</p> <h3><strong style="font-size: 14px;"></strong></h3> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold">About the Role</h3> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">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 <strong>No Package Left Behind (NPLB)</strong> initiative — our commitment to achieving 99.5% delivery reliability.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">This role executes policy — it does not define it.</p> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold">Key Responsibilities</h3> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">Handle inbound end-customer delivery tickets with professionalism and urgency</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Execute predefined exception workflows including ghost shipments, stalled/in-transit delays, delivered not received, and more</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Communicate shipment status, next steps, and expectations clearly and consistently to customers</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Escalate issues as required / needed</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Log outcomes accurately to support tracking visibility and reporting</li> </ul> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold">Performance Metrics</h3> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>First Response Time (FRT):</strong> < 5 minutes during business hours</li> <li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>SLA Adherence:</strong> > 95%</li> <li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>CSAT:</strong> > 4.5 / 5</li> </ul> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold">Qualifications</h3> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2">2+ years of customer support experience, preferably in logistics, e-commerce, or SaaS</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Strong written communication skills with ability to convey complex information clearly</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Comfort working with ticketing systems and following structured workflows</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Attention to detail and commitment to accurate documentation</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Ability to remain calm and solution-oriented under pressure</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Empathy for customers experiencing delivery issues</li> </ul> <h3 class="text-text-100 mt-3 -mb-1 text-[1.125rem] font-bold">Shift & Schedule</h3> <ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"> <li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>Working hours:</strong> 10:00 AM – 7:00 PM EST (includes a one-hour lunch break)</li> <li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>Working days:</strong> This is a weekend-inclusive role. You will work weekends (Saturday and Sunday) as part of your regular schedule, with <strong>Wednesday and Thursday as your weekly off days</strong>.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>Holiday Peak Season (Nov–Dec):</strong> May require alternative shift coverage with advance notice.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2"><strong>Coverage flexibility:</strong> Occasional shift adjustments may be requested with notice to support team coverage needs.</li> </ul> <h3><strong style="font-size: 14px;">Compensation and Benefits</strong></h3> <ul> <li>Competitive salary based on experience.</li> <li>Opportunities for professional growth and career advancement.</li> <li>Collaborative and dynamic work environment.</li> </ul> <p><br><br></p>

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