[Hiring] Customer Support Agent @Fresh Prints

Role Description

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, 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

Qualifications

• 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
• Comfortable 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
• Experience in general logistics, transportation, or supply chain is a plus

Performance Metrics

• First Response Time (FRT): < 5 minutes during business hours
• SLA Adherence: > 95%
• CSAT: > 4.5 / 5

Shift & Schedule

• 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
• Holiday Peak Season (Nov–Dec): Additional shift flexibility may be required
• Occasional schedule adjustments may be requested to support team coverage

Location

We are open to candidates based in the Philippines or India. We are intentionally maintaining a balanced team across both locations to support consistent coverage and minimize disruptions from local holidays or unexpected events.

Compensation & Benefits

• Competitive salary based on experience
• Opportunities for professional growth and career advancement
• Collaborative and dynamic work environment

Ideal Candidate Profile

The strongest candidates will have a combination of customer service experience + US last-mile delivery knowledge. Someone who has worked directly with customers on US package deliveries, tracking issues, carrier exceptions, and delivery problems is strongly preferred over someone whose experience is primarily in trucking, freight, or B2B logistics.