Customer Experience T3 Specialist
Core
Real-time phone and email support for pharmacy orders, Instacart Health programs (Fresh Funds), and Rx delivery inquiries.
Role type
Senior IC customer experience specialist (pharmacy/Rx focus)
Builds
Seamless, empathetic support experiences for customers, shoppers, pharmacists, and retail partners
Domain
Grocery delivery + Healthcare/Pharmacy
Deliverable
client delivery
Required skills
Real-time phone support, empathy, problem-solving, multitasking, technology proficiency (web platforms, smartphone apps), trend identification
Preferred skills
Delivery app support experience, HIPAA-compliant environment experience, metrics-driven contact center experience, Salesforce/Geneys/Admin proficiency
Technologies
Salesforce, Geneys, Admin, web-based support platforms, smartphone apps (iPhone/Android)
Responsibilities
Handle high-pressure customer service calls and emails, troubleshoot delivery concerns, advocate for users, identify feedback trends to improve processes
Seniority
Mid-level, hands-on IC