Customer Support Agent

Overview

As a Level 1 Customer Support Agent, you’ll be the first point of contact for customers experiencing US delivery issues. You’ll resolve delivery-related questions and exceptions quickly, accurately, and professionally while following established workflows; this role executes established policies and workflows and does not define them.

What you'll do

• 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 or stalled shipments, lost or missing packages, and address-related exceptions.
• Follow predefined workflows for delivery exceptions, including ghost shipments, stalled or in-transit delays, delivered-not-received cases, and other NPLB scenarios.
• Communicate shipment status, next steps, and expectations clearly and empathetically.
• Coordinate with carriers and internal teams when additional investigation is required.
• Escalate issues appropriately when they fall outside established workflows.
• Accurately document customer interactions, shipment details, and resolutions.

What you'll need

• 2+ years of customer support experience, preferably supporting US e-commerce, parcel delivery, shipping, or last-mile operations.
• Strong understanding of US last-mile delivery and carrier operations.
• Experience supporting end customers directly with delivery or shipping-related questions.
• Familiarity with major US carriers such as USPS, UPS, FedEx, Amazon Logistics, or similar.
• Ability to understand and explain common tracking statuses and delivery exceptions.
• Working knowledge of US ZIP codes, shipping zones, delivery routes, and how packages move through the US.
• Strong written communication and ability to explain delivery information clearly to customers.
• Comfort working with ticketing systems and structured workflows.
• Strong attention to detail and accurate documentation.
• Ability to stay calm, empathetic, and solution-oriented when handling frustrated customers.

Nice to have

• Experience in general logistics, transportation, or supply chain.
• Direct experience with customers on US package deliveries, tracking issues, carrier exceptions, and delivery problems is strongly preferred over experience primarily in trucking, freight, or B2B logistics.

Details

• Location: India; remote.
• Working hours: 10:00 AM–7:00 PM PST, including a one-hour lunch break.
• Weekend or alternative coverage may occasionally be required with advance notice, with an alternative weekday off.
• Additional shift flexibility may be required during the holiday peak season in November and December.
• Occasional schedule adjustments may be requested to support team coverage.
• Performance metrics include First Response Time of < 5 minutes during business hours, SLA Adherence of > 95%, and CSAT of > 4.5 / 5.