Bilingual Customer Experience RX Specialist, Instacart

• 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
• Fluency in Spanish, both spoken and written
• 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

Desirable

• Join Instacart as a Bilingual Customer Experience Rx Specialist, where you’ll play a key role in supporting the delivery experience for pharmacy orders and contributing to our mission of empowering healthier living
• As part of a dedicated team, you’ll help create seamless, empathetic, and impactful interactions that enhance our customers’ trust and satisfaction with Instacart’s services
• We are currently seeking a Bilingual Customer Experience Rx Specialist who is fluent in Spanish 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
• Your work will focus on ensuring customer satisfaction by supporting Instacart Health initiatives like Fresh Funds and delivery-related inquiries for Rx orders, helping users during the moments that matter most
• In this role you will be working the following shift: 1pm-10pm ET, with Sunday and Monday off
• The Instacart Rx Customer Experience team is dedicated to supporting a range of interactions across our customer, shopper, retailer, and partner community
• From assisting with inquiries about Fresh Funds under our Instacart Health initiative to supporting Rx customers with prescription delivery and related questions, we provide empathetic and solutions-focused service
• Whether resolving app issues or troubleshooting delivery concerns, our team is committed to advocating on behalf of our users and creating exceptional support experiences that contribute to Instacart’s vision of accessible and reliable services for all
• 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