Courier Operations Support

Courier Operations Support

Employment Type: Full-Time

About the Role

We are seeking a proactive and detail-oriented Courier Operations Support Specialist to support a rapidly growing shipping and logistics network. This role is responsible for monitoring courier operations, managing shipment exceptions, coordinating with carriers and internal stakeholders, and ensuring a seamless delivery experience for customers and partners.

The ideal candidate has experience in courier operations, logistics, carrier management, and escalation handling within a high-volume environment. This is an opportunity to join a growing offshore operations team and help build scalable processes that support continued business expansion.

• Monitor courier operations across the delivery network and proactively identify shipment issues.
• Manage and resolve courier exceptions, delivery delays, lost shipments, and operational escalations.
• Conduct end-to-end investigations involving multiple carriers and stakeholders to determine root causes and drive resolution.
• Act as the primary escalation point for courier-related issues raised by customer support teams.
• Coordinate with carriers, 3PL providers, and internal operational teams to ensure timely issue resolution.
• Track and maintain operational KPIs, including SLA compliance, first-contact resolution, and customer satisfaction metrics.
• Develop and maintain internal documentation, SOPs, escalation pathways, and operational processes.
• Prepare operational reports and monitor performance dashboards to identify trends and improvement opportunities.
• Liaise with onshore operations teams and cross-functional partners to support daily courier operations.
• Support continuous improvement initiatives and contribute to the development of scalable operational workflows.
• Participate in building and refining offshore operational support processes during the pioneer phase of the team.

Required Skills & Experience

• Experience in Courier Operations, Logistics, Supply Chain Support, or Transportation Operations.
• Strong background in Exception & Escalation Management, including complex courier investigations and root-cause analysis.
• Experience coordinating with carriers, courier networks, or logistics partners.
• Ability to work effectively in high-volume, fast-paced operational environments.
• Excellent stakeholder management and communication skills.
• Strong problem-solving abilities and a proactive approach to issue resolution.
• Experience working with operational KPIs, SLAs, and performance metrics.

• Experience with Carrier Management and 3PL Coordination.
• Familiarity with logistics management systems and carrier portals.
• Strong data literacy and experience using operational reporting tools and dashboards.
• Experience supporting technology-driven logistics or e-commerce fulfillment networks.
• Exposure to process improvement initiatives and operational workflow design.

• Logistics Management Systems (LMS)
• Carrier Portals
• CRM Platforms
• Operational Reporting Tools
• Performance Dashboards
• Microsoft Excel / Google Sheets
• Data Analysis & Reporting Platforms

• Builder mindset with the ability to thrive in a growing and evolving environment.
• Strong sense of ownership and accountability.
• Decisive and action-oriented problem solver.
• Detail-oriented with excellent organizational skills.
• Comfortable collaborating with stakeholders across multiple time zones.
• Passion for delivering exceptional operational support and customer outcomes.

• SLA Compliance
• Resolution Time
• First Contact Resolution Rate
• Escalation Resolution Quality
• Customer Satisfaction (CSAT)
• Operational Efficiency Improvements
• Documentation Accuracy and Process Adherence

This role is ideal for candidates coming from courier providers, freight forwarding businesses, logistics operators, e-commerce logistics firms, 3PL providers, transportation support environments, or operations-focused customer escalation teams.