Customer Experience T3 Specialist

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

Join Instacart as a Customer Experience T3 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 Customer Experience T3 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. 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.

The Instacart Customer Experience Consumer Vanguard 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 customers 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.

• 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.

• Experience in delivery-focused customer support, particularly within delivery apps
• Familiarity with handling inbound customer service calls and/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.

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