Customer Support Agent
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Support Agent handling delivery tickets and exception workflows for Parsel’s logistics platform. Resolving issues quickly while meeting response, SLA, and CSAT targets.
Responsibilities:
- Handle inbound end-customer delivery tickets with professionalism and urgency
- Execute predefined exception workflows for ghost shipments, stalled/in-transit delays, delivered-not-received cases, and other delivery issues
- Communicate shipment status, next steps, and expectations clearly and consistently to customers
- Escalate issues as required
- Log outcomes accurately to support tracking visibility and reporting
- Meet performance targets: First Response Time under 5 minutes during business hours, SLA adherence above 95%, and CSAT above 4.5/5
- Serve as the frontline executor of customer communication and predefined exception workflows
- Support Parsel's No Package Left Behind initiative and 99.5% delivery reliability goal
Requirements:
- 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
- Working hours: 10:00 AM – 7:00 PM PST, including a one-hour lunch break
- Weekend or alternative coverage may be required with notice
- Holiday peak season alternative shift coverage may be required with advance notice
- Occasional shift adjustments may be requested with notice
Benefits:
- Competitive salary based on experience
- Opportunities for professional growth and career advancement
- Collaborative and dynamic work environment
Similar Jobs
Fund Operations, Underwriting Support Specialist
Remote specialist analyzing insurance records and supporting underwriting decisions. Managing policy onboarding, payments, data quality, and investor reporting for longevity funds.
Login-out/Sample Management Staff, Customer Service, Hardline
Sample management staff handling laboratory testing samples for Eurofins’ scientific testing services. Managing eLims records, storage, transfers, and customer-service coordination.
Player Support Agent, German
Freelance German Player Support Agent assisting players across global video game communities. Handling tickets, investigations, escalations, and support reporting remotely.
Player Support Agent, German
German Player Support Agent supporting players across games, platforms, and communities for TransPerfect’s global gaming support operations. Handling tickets, investigations, escalations, and player experience targets.
Customer Care Representative
Customer Care Wizard supporting SolarBalls fans with orders, shipping, and ticket resolution. Managing Shopify support and fulfilment coordination for Telos Media’s e-commerce brand.
Customer Service Representative
Customer Service Representative answering healthcare benefits and claims questions for Point C, a self-funded benefits administrator. Handling high-volume calls and coordinating claim adjustments remotely.
Working Student, Customer Happiness, 10–15 hours per week
Customer Happiness Agent für Momenteries persönliche und nachhaltige Printprodukte. Bearbeitung von Kundenanfragen, FAQ-Pflege und Optimierung der Customer-Service-Prozesse.
Customer Service Representative
Remote customer service representative supporting Power Finance Texas customers with loans, payments, and account inquiries. Resolving issues and maintaining accurate records through phone, email, and digital channels.
Customer Service Representative
Remote Customer Service Representative serving John Hancock policyholders, agents, and advisors. Handling high-volume inquiries across calls, email, and chat for a financial services company.
Customer Support Specialist, Japanese
Japanese Customer Support Specialist supporting Fintokei’s fintech trading service. Handling multilingual client inquiries, platform issues, product testing, and administrative records remotely.
Customer Service Representative
Remote Customer Service Representative retaining DIRECTV customers through consultative support. Resolving complex service and technical issues while recommending products and services.
Associate Manager, HME Customer Service
Associate Manager overseeing Banner Health’s HME customer service center. Supervising teams, monitoring call operations, and improving healthcare support workflows.
Dutch-Speaking Customer Support Specialist
Dutch-speaking remote customer support specialist serving customers from Portugal. Providing professional assistance and resolving service-related customer enquiries.
Atención al Cliente – Part Time
Agente de atención al cliente remoto para GEA, empresa de servicios asistenciales presente en 16 países latinoamericanos. Atendiendo clientes en turno matutino de media jornada.
Customer Care Representative
Remote Customer Care Representative answering disability and leave-management claims questions for The Hartford insurance company. Initiating claims and documenting customer information while delivering empathetic service.
Customer Experience Specialist
Customer Experience Specialist handling high-volume customer enquiries for HSS Training, a UK and Ireland health and safety training provider. Maintaining accurate bookings and delivering outstanding service.
Customer Care Analyst – Operations
Analyste Customer Care chez Green-Got, institution financière française à impact. Accompagnement des membres, support opérationnel et amélioration des produits et processus.
Italian Speaking Customer Support
Italian-speaking remote customer support expert for Nestlé’s food and beverage products in Bosnia and Herzegovina. Advising customers by phone, email, and chat as a certified Coffee Specialist.
CPC Processor, Customer Support
CPC customer support processor handling healthcare release-of-information inquiries for Datavant, a healthcare data collaboration platform. Resolving calls, documenting cases, and maintaining confidentiality remotely.
Customer Support Specialist – E-Commerce, English
English-speaking customer support specialist answering e-commerce inquiries and interviewing customers. Conducting a six-week US market test to inform expansion decisions.