Drop to Home Driver Support Specialist

Overview

Instant Teams is for a team of dynamic customer-support professionals to join us as a Drop to Home Driver Support Specialist. In this role, you will ensure an outstanding delivery experience for customers and support the independent drivers who make it possible. This position handles customer inquiries, assists with driver onboarding and support, resolves delivery concerns, and helps maintain the high service standards. The Drop to Home Driver Support Specialist works closely with the Drop to Home Customer Success Manager to streamline processes, improve communication, and deliver exceptional experiences for both customers and drivers.

Day in the Life

• Driver Support & Coordination
  • Assist in onboarding new Drop to Home drivers, ensuring they understand delivery standards and guidelines.
  • Serve as a point of contact for drivers needing assistance during their delivery routes.
  • Provide drivers with approved tools, resources, and information to support successful deliveries.
  • Respond to driver inquiries related to Drop to Home deliveries via phone, email, chat and SMS.
  • Provide clear, friendly, and accurate information about delivery schedules, policies, and troubleshooting steps.
  • Resolve driver issues promptly, ensuring a positive customer outcome.
  • Document all driver interactions for accurate tracking.
  • Set driver related follow up tasks in the CRM, under the driver’s account.
  • Track driver feedback and performance trends for the Drop to Home Customer Success Manager.
• Operational Excellence
  • Monitor delivery schedules and communicate proactively with contracted drivers about changes or delays.
  • Identify and escalate recurring issues or areas for process improvement.
  • Support the implementation of new technology, policies, or procedures that enhance the Drop to Home program.
• Team Collaboration
  • Contribute to team meetings, sharing insights and suggestions for improving service quality.
  • Other duties as assigned

Must-Haves

• 1-2 years of experience in a remote customer service role
• Interest in natural and organic products, with a willingness to learn more
• Excellent verbal, written, and interpersonal skills
• Ability to calmly and effectively help customers, even in difficult situations.
• Strong listening skills and a caring, responsive attitude
• Ability to remain composed and effective when handling unexpected or difficult customer concerns
• Commitment to clear and honest communication
• Comfortable using Google and Windows-based applications; able to navigate multiple screens
• Ability to navigate complex multi-platform environments including CRMs, internal training universities, and knowledge management tools (Guru)
• Proficient in typing, internet usage, email, and phone communication
• Consistent drive to exceed customer expectations using positive and helpful language
• Successful completion of a background check and drug screen 
• High-volume contact center experience preferred 

Position Details

• Pay Rate: $20/hour
• Start Date:  October 2nd, 2026
• Schedule: 
  • Training: Monday - Friday | 11am - 7:30pm EST (30-minute lunch) | ~4 weeks
  • Post-Training: 
    • Option 1: Sunday 1:00pm – 6:00pm | Monday – Thursday 8:30am – 5:00pm PST 
    • Option 2: Monday – Friday 9:30am – 6:00pm 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

EEO and Harassment Statement

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!