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
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Handle inbound end-customer support tickets related to US package deliveries
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Investigate shipment issues and provide transparent, accurate updates to customers
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Understand and interpret common carrier tracking statuses, including:
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In transit
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Out for delivery
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Delivery attempted
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Delivered but not received
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Delayed/stalled shipments
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Lost or missing packages
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Address-related exceptions
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Follow predefined workflows for delivery exceptions, including ghost shipments, stalled/in-transit delays, delivered-not-received cases, and other NPLB scenarios
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Communicate shipment status, next steps, and expectations clearly and empathetically
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Coordinate with carriers and internal teams when additional investigation is required
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Escalate issues appropriately when they fall outside established workflows
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Accurately document customer interactions, shipment details, and resolutions
What We’re Looking For
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2+ years of customer support experience, preferably supporting US e-commerce, parcel delivery, shipping, or last-mile operations
📌 Customer Support Agent (India)
🏢 Fresh Prints
📍 India
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