Customer Experience T3 Specialist

Role overview Provide real-time customer support for prescription delivery and health-related programs, helping customers, shoppers, pharmacists, and retail partners resolve questions and delivery issues. The work combines phone support with occasional email, app troubleshooting, and careful handling of time-sensitive situations.

Responsibilities - Resolve inquiries about prescription orders and health program services through calls and, when needed, email. - Investigate delivery concerns and app issues, finding timely solutions in a changing support environment. - Communicate with customers, shoppers, pharmacists, and retail partners with empathy and professionalism. - Use sound judgment to manage complex or urgent cases and build customer trust. - Spot recurring feedback and share improvement ideas with a manager to help refine workflows.

Requirements - At least one year of customer service or call center experience, including work under pressure. - Clear, professional phone communication and strong writing skills. - Comfort navigating web-based support systems and troubleshooting smartphone apps on iPhone or Android. - Ability to multitask, prioritize, and adapt as processes and needs change. - Empathy, customer advocacy, and sound judgment when resolving difficult or time-sensitive issues.

Nice to have - Experience supporting delivery services, especially through delivery apps. - Familiarity with inbound calls or work in a privacy-regulated healthcare environment. - Experience in a fast-paced, metrics-driven contact center. - Familiarity with customer service platforms such as Salesforce or similar tools. - Experience identifying service trends and recommending workflow improvements.

Benefits and work setup - Remote role; working hours follow one of two schedules: Wednesday–Sunday or Friday–Tuesday, 2:00–11:00 PM Eastern. - Compensation varies by US work location. The listing also describes eligibility for equity grants and benefits.