Drop Care Specialist

Overview

Instant Teams is hiring CX-professionals who have a deep empathy and care for their community to join our team of Drop Care Specialists. In this role, you serve as the relational bridge between the company and their drop coordinators. 

Day in the Life

• Drop Coordinator Support & Relationship Management
  • Serve as the primary support partner to Drop Coordinators, providing exceptional service rooted in the customers Core Values and vision.
  • Welcome and onboard new Drop Coordinators, ensuring they feel supported, informed, and set up for success.
  • Build and cultivate long-term, trust-based relationships with both new and established Drop Coordinators.
  • Manage incoming requests including new drop applications, location changes, semi-open drop approvals, and other drop-related needs.
  • Conduct proactive outreach to an assigned group of Drop Coordinators to check in, troubleshoot challenges, and support growth.
  • Educate Drop Coordinators with tools, training, and marketing ideas to strengthen their communities and expand participation.
  • Encourage drop growth through customer-provided programs and resources such as the Drop Coordinator Development Program, social media strategies, and local promotion guidance.
• Anchor Drop Program Support
  • Identify potential Anchor Drop opportunities.
  • Screen interested drops, clearly explain the Anchor Drop program, and assess readiness.
  • Recommend qualified drops to the Customer Success Manager for review, approval, and transition.
• Communication & Daily Operations
  • Respond to Drop Coordinator inquiries across phone, email, chat, SMS, and voicemail channels.
  • Provide clear, honest, and compassionate communication that builds trust and confidence.
  • Take ownership of every experience from first contact through resolution.
• Additional Support Functions
  • Perform basic customer and drop account maintenance, including updates to contact information and locations.
  • Enter credits and debits according to company guidelines using internal systems.
  • Apply sound judgment and policy knowledge to resolve issues effectively and fairly.
  • Identify needs, anticipate challenges, and seek opportunities to delight and support our community.

Must-Haves

• 3+ years of high-volume contact center or customer support experience
• Supervisory, management, or team lead experience preferred
• Ability to independently manage escalated calls and navigate high-pressure conversations
• Strong troubleshooting skills and technical proficiency across multiple systems
• Genuine passion for healthy living and appreciation for natural and organic products
• Relationship-driven customer service approach with strong problem-solving skills
• Excellent verbal, written, and interpersonal communication skills with active listening abilities
• Compassionate, patient, and solutions-oriented approach when supporting customers
• Emotional maturity, professionalism, and high integrity when handling sensitive or difficult interactions
• Strong organizational skills with the ability to manage multiple priorities and systems
• Adaptable, positive attitude with a willingness to learn and grow
• Comfortable working in Windows-based applications, email platforms, phone systems, and multi-screen environments
• Basic typing proficiency and strong internet navigation skills
• Successful completion of required background check and drug screening

Position Details

• Pay Rate: $20/hour
• Start Date:  Ocotber 2nd, 2026
• Schedule: 
  • Training: Monday - Friday | 11am - 7:30pm EST (30-minute lunch) | ~8 weeks
  • We will be hiring for multiple post-training shifts:
    • Sunday 1:00pm-5:00pm | Monday-Thursday 8:30am-6:00pm PST
    • Monday-Thursday 9:30am-6:00pm | Friday 8:00am-4:30pm PST

What's in it for you?

• 100% remote
• Equipment provided
• Health | Dental | Vision Insurance enrollment
• Short-Term Disability | Long-Term Disability
• Life Insurance
• PTO
• Yuna Health
• EAP
• 401k
• Perkspot

Compliance & Eligibility 

• Background & Screenings: Successful candidates must complete and pass a background check and drug screen prior to their start date
• Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. 
• Work Environment:  
  • Because this is a remote work role, you must have a private, dedicated workspace that enables you to work independently and without interruptions. 
  • To foster engagement and a collaborative remote work environment, representatives are required to remain on camera throughout their shift, including training and post-training.
• Location: Due to specific position requirements, we cannot hire from the following locations for this opportunity: OCONUS | California | District of Columbia | Illinois | Montana | Rhode Island | Seattle, WA

Instant Teams provides equal employment opportunities (EEO) to all applicants, contractors, and employees without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

Instant Teams expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Instant Teams’ contractors and employees to perform their job duties may result in discipline up to and including discharge. 

Other Duties 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. 

From our military-connected to untapped talent communities, we welcome non-linear career paths and untraditional backgrounds and encourage applicants to apply even if they don't meet all the qualifications. If this role captivates you and speaks to your skills, apply away!