About Us:

Capsule is rebuilding the $425 billion pharmacy industry from the inside out with an emotionally resonant pharmacy experience that works for everyone, & technology that enables customized outcomes for patients, doctors, hospitals, insurers, & manufacturers. Our team is laser focused on creating the best healthcare experience for our customers, & driving meaningful value & better outcomes for every participant in the healthcare system. Everyone who uses Capsule raves about it - we have 5,000+ five-star app reviews - & were expanding quickly to get that experience in the hands of as many people as possible. Weve raised over $250 million from the best internet & healthcare investors to enable that expansion.

Our values are: everybody needs some looking after sometimes & winning together. People succeed in our culture when they are intensely focused on our customers, energized to accomplish ambitious goals, & push themselves & those around them to be better. We work hard to teach & share our successes to help others be successful. We anticipate our teammates needs & communicate early & often, using the input of our peers to operate both fast & right. We have tremendous ambitions & a lot of fun pursuing them if that excites you, wed love to have you join us.

About the Role:

As a Customer Experience Agent, you will be responsible for providing an exceptional end-to-end customer & doctor experience via our four channels of communications (phone, text message, email, & chat). You will help our customers, patients, & doctors first-hand by guiding them through any complex pharmacy questions & needs. 

• Take on all inbound communications across phone, text, chat, & email & personally craft the Capsule experience: answer questions, solve issues, & go above & beyond to assist with anything they need throughout their Capsule experience.
• Master our internal systems: develop full operational knowledge & an understanding of the pharmacy & manage internal & external pharmacy operations (including communications with physicians & insurers).
• Partner with our Product, Sales, & Marketing teams to ensure amazing customer experience across all touch points.
• Other administrative/clerical duties as needed.

About You:

• You take pride in enabling the best work of others on the team. You think ahead to anticipate the needs of your teammates & you give & get all the facts making it easy for others to make decisions.
• You drive results in a way that makes everyone better. You accomplish ambitious objectives while uplifting the team around you. You're a magnet for team members looking to get better & be successful.
• You work hard & want to have fun while you do so. You celebrate wins & remember to enjoy the journey as we build something iconic.
• You can work both fast & right & don't view them as trade-offs. You understand when things require precision & accuracy & where 80% gets you to the desired outcome.
• You thrive on being pushed & challenged. You communicate effectively both in written form & live / on your feet - you are not fazed by tough questions in the moment. 
• You strike the right balance of putting enough work in to share something, but not going off into a corner for weeks at a time to polish something to perfection.
• You operate like an owner & expect others to as well. You take personal responsibility & value personal responsibility in others.
• You check your ego at the door. You are interested in finding the right answer vs. always having the right answer.

Requirements:

• You have a high school diploma / GED (Bachelor's Degree is a plus). 
• You have a minimum of 1-2+ years of relevant work experience (customer service and/or healthcare industry experience a plus).
• You must be able to work evenings and/or both weekend days.

Capsule is committed to hiring the best team possible to build a pharmacy that works for everyone. We have a diverse set of problems to solve, & believe that we need a diverse set of perspectives to deliver the best possible solutions to those problems. We look for talent from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity & expression, national origin, religion, disability, & veteran status.