Customer Experience Rx Specialist

About the role

We are currently seeking a Customer Experience Rx Specialist to join our team. In this role, you’ll be the voice of Instacart, delivering exceptional service through real-time calls and occasionally emails. You’ll work directly with customers, shoppers, pharmacists, and retail partners to create personalized support experiences that reflect empathy, kindness, and professionalism.

Responsibilities

• Take ownership of delivering real-time support to users, including customers, shoppers, retailers, and partners, with a focus on Rx delivery-related inquiries and Instacart Health programs like Fresh Funds.
• Leverage exceptional problem-solving skills to provide fast, effective resolutions while navigating complex and evolving challenges at scale.
• Thrive in a fast-paced, dynamic work environment where processes may rapidly change, and new priorities emerge without warning.
• Communicate clearly, empathetically, and professionally across all interactions, ensuring a personalized and meaningful service experience that builds lasting trust.
• Embrace operational ownership by proactively identifying trends in customer feedback and collaborating with your Manager to streamline processes and improve outcomes.

Requirements

• 1+ years of experience in customer service or call center support, with a 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, from navigating web-based support platforms to using and troubleshooting smartphone apps (iPhone/Android).
• A proven ability to multitask, prioritize, and problem-solve in a fast-paced, constantly changing environment.
• A strong sense of empathy, customer advocacy, and sound judgment for creating positive outcomes in difficult or time-sensitive situations.

Qualifications

• Experience in delivery-focused customer support, particularly within pharmacy or health related services.
• Familiarity with handling Rx delivery inquiries or working within 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.
• A demonstrated ability to identify trends and provide feedback for continuous improvement in processes and workflows.

Skills

• Exceptional problem-solving skills.
• Clear and professional communication skills.
• Technology proficiency (web-based support platforms, smartphone apps).
• Multitasking and prioritization abilities.
• Empathy and customer advocacy.
• Sound judgment for creating positive outcomes in difficult or time-sensitive situations.

Benefits

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

Pay

The base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.

Schedule

The working hours for this role are Wednesday – Sunday, 2:00 PM – 11:00 PM ET.