Offer summary

Qualifications:

1+ years of experience in customer service or call center support., Fluency in Spanish, both spoken and written., Superior communication skills with clear phone etiquette and excellent writing abilities., Comfort with technology and problem-solving in a fast-paced environment..

Key responsibilities:

Deliver real-time support to customers, shoppers, and partners regarding Rx delivery inquiries.

Provide empathetic and solutions-focused service while navigating complex challenges.

Identify trends in customer feedback to improve processes and outcomes.

Communicate professionally to ensure a personalized service experience.

Job description

We're transforming the grocery industry

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.

Instacart is a Flex First team

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.

Overview

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.

About the Role

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

About the Team

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.

About the Job

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.

About You

Minimum Qualifications

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.

Preferred Qualifications

Experience in delivery-focused customer support, particularly within pharmacy or health related services, with experience providing support in Spanish.
Familiarity with handling Rx delivery inquiries 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.

#LI-REMOTE

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.

Offers may vary based on many factors, such as candidate experience and skills required for the role. Please read more about our benefits offerings here.

For US based candidates, the base pay ranges for a successful candidate are listed below.

CA, NY, CT, NJ

$54,000—$57,000 USD

$51,000—$54,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$49,000—$52,000 USD

All other states

$44,000—$47,000 USD

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