Customer Support Agent

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, n