Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide real-time assistance for inquiries related to Rx delivery and programs like Instacart Health's Fresh Funds.

• Offer quick and effective solutions to complex customer challenges.

• Assist customers, shoppers, pharmacists, and retail partners through real-time phone calls and occasional emails.

• Communicate with empathy and professionalism to foster personalized support experiences.

• Address app-related issues and troubleshoot delivery problems.

• Recognize patterns in customer feedback and work with the Manager to enhance processes and outcomes.

• Champion user needs and promote accessible, reliable services.

⛳️ Requirements

• Minimum of 1 year of experience in customer service or call center support.

• Capability to manage high-pressure situations effectively.

• Excellent communication skills, including clear and professional phone manners and strong writing abilities.

• Comfort and expertise with web-based support platforms and mobile applications (iPhone/Android).

• Proficiency in multitasking, prioritizing, and problem-solving in a dynamic, fast-paced environment.

• Strong empathy, customer advocacy, and sound judgment.

• Availability to work Wednesday–Sunday, 2:00 PM–11:00 PM ET or Friday–Tuesday, 2:00 PM–11:00 PM ET.

• Preferred: Experience in customer support focused on delivery, particularly within delivery applications.

• Preferred: Familiarity with inbound customer service calls and/or environments compliant with HIPAA regulations.

• Preferred: Previous experience in a high-paced, metrics-driven contact center.

• Preferred: Proficiency with Salesforce, Geneys, Admin, or similar platforms.

• Preferred: Ability to detect trends and provide insights for ongoing improvement.

🏝️ Benefits

• Flexible work location options: home, office, or coffee shop.

• Regular in-person events.

• Equity grant for new hires.

• Annual refresh grants.

• Competitive salary and benefits package.