Bilingual Customer Experience T3 Specialist (Spanish)

Role overview Support customers and partners with prescription delivery and health-related program questions, providing real-time help by phone and occasional email. This role serves customers, shoppers, pharmacists, and retail partners, combining delivery troubleshooting with empathetic, clear communication in both English and Spanish.

Responsibilities - Handle inquiries about prescription deliveries and health program services. - Investigate delivery concerns and app issues, working toward prompt resolutions as needs and processes evolve. - Communicate with customers, shoppers, pharmacists, and retail partners in a professional, considerate manner. - Use judgment and customer advocacy to address difficult or time-sensitive situations. - Identify recurring feedback and suggest process improvements to management.

Requirements - At least one year of customer service or call center experience, including high-pressure situations. - Fluency in spoken and written Spanish, along with clear professional communication and strong writing skills. - Comfort using web-based support systems and troubleshooting iPhone or Android apps. - Ability to multitask, prioritize, and adapt in a fast-changing environment. - Empathy and sound judgment when resolving complex customer concerns.

Nice to have - Experience supporting delivery services, particularly through delivery apps. - Familiarity with inbound calls or privacy-regulated healthcare settings. - Experience in a fast-paced, metrics-driven contact center. - Familiarity with Salesforce or similar customer support platforms. - Ability to identify service trends and recommend workflow improvements.

Benefits and work setup - Remote role; one of two schedules is listed: Monday–Friday or Friday–Tuesday, 9:00 AM–6:00 PM Eastern. - Compensation varies by US work location. The listing also describes eligibility for equity grants and benefits.