Customer Experience Rx Specialist

Responsibilities

• Deliver real-time support to customers, shoppers, retailers, and partners via calls (and occasionally emails), focusing on Rx delivery inquiries and Instacart Health programs like Fresh Funds.
• Provide fast, effective resolutions using exceptional problem-solving skills in complex and evolving challenges at scale.
• Communicate clearly, empathetically, and professionally to create personalized support experiences that build trust.
• Proactively identify trends in customer feedback, collaborate with managers to streamline processes, and improve outcomes.
• Thrive in a fast-paced, dynamic environment where processes and priorities can change rapidly.

Requirements

• 1+ years of experience in customer service or call center support, with proven ability to handle high-pressure scenarios.
• Superior communication skills, including clear and professional phone etiquette and excellent written skills.
• Comfort and proficiency with technology, including web-based support platforms and troubleshooting smartphone apps (iPhone/Android).
• Ability to multitask, prioritize, and problem-solve in a fast-paced, constantly changing environment.
• Strong sense of empathy, customer advocacy, and sound judgment for difficult or time-sensitive situations.

Nice-to-Haves

• Experience in delivery-focused customer support, particularly in pharmacy or health-related services.
• Familiarity with handling Rx delivery inquiries or working in HIPAA-compliant environments.
• Prior experience in a fast-paced, metrics-driven contact center setting.
• Proficiency with customer support tools like Salesforce, Geneys, Admin or similar platforms.
• Demonstrated ability to identify trends and provide feedback for continuous improvement in processes and workflows.

Compensation

This is a remote role with a base pay range dependent on work location:

• CA, NY, CT, NJ: $20.67–$21.88 USD/hr
• WA: $19.71–$20.92 USD/hr
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23–$20.19 USD/hr
• All other states: $17.31–$18.27 USD/hr

Eligible for new hire equity grant and annual refresh grants. Work schedule: Wednesday–Sunday, 2:00 PM–11:00 PM ET.