Customer Care Advocate

Customer Care Advocate

Operations  | Full-Time | Rwanda

About Zipline

Do you want to change the world? Zipline is on a mission to transform the way goods move. Our aim is to solve the world’s most urgent and complex access challenges by building, manufacturing and operating the first instant delivery and logistics system that serves all humans equally, wherever they are. From powering Rwanda’s national blood delivery network and Ghana’s COVID-19 vaccine distribution, to providing on-demand home delivery for Walmart, to enabling healthcare providers to bring care directly to U.S. homes, we are transforming the way things move for businesses, governments and consumers. 

The technology is complex but the idea is simple: a teleportation service that delivers what you need, when you need it. Using robotics and autonomy, we are decarbonizing delivery, decreasing road congestion, and reducing fossil fuel consumption and air pollution, while providing equitable access to billions of people and building a more resilient global supply chain.

About You and The Role  

As a Customer Care Advocate, you will be the main point of contact for our customers. You will receive and process orders, respond to questions, and share clear and accurate information while maintaining high service standards. Your work will directly influence how customers experience Zipline. By using your healthcare background and strong communication skills, you will help ensure every interaction is smooth, accurate, and positive.

What You'll Do  

Order Management and Customer Interaction

• Manage inbound and outbound calls and chat inquiries from healthcare providers and other Zipline customers in line with service standards.
• Receive incoming orders from customers through approved channels and process them within Zipline’s order management system, ensuring correct prioritization, accurate information capture, and full adherence to operational standards.
• Apply strong judgment and cross-functional coordination with Warehouse, Flight Operations, and relevant teams to prioritize orders and customer inquiries based on urgency and operational impact. 
• Monitor order status and proactively communicate any delays or challenges to customers to ensure transparency, timely updates, and service continuity.
• Ensure strict compliance with Good Distribution Practices (GDPs) and inventory management standards to guarantee accurate product selection, correct quantities, and compliant order fulfillment. 

 

Customer Service and Experience Management     

• Serve as the primary liaison between Zipline and its customers, delivering high-quality, Zipline-branded customer service that strengthens trust, enhances satisfaction and supports customer retention.
• Manage inquiries and complaints from Zipline customers regarding order status, delivery timelines, service matters, and product information; ensuring proper complaint categorization and clear, accurate, and timely communication throughout the resolution process.
• Strictly adhere to Zipline’s internal escalation guidelines by channeling customer complaints and issues through the appropriate platforms to ensure timely and effective resolution.
• Maintain positive and professional interactions with customers across all call center touchpoints, reinforcing trust, respect, and a consistent Zipline service experience at every stage of engagement. 

Professional Development

• Actively participate in continuous training and professional development initiatives to strengthen operational expertise, service quality, and customer experience delivery.

• Maintain up-to-date knowledge of Zipline’s products, services, systems, and standard operating procedures to ensure accurate guidance, efficient order handling, and high-quality customer support, while preventing errors related to non-compliance or negligence. 
• Based on operational performance and customer inquiry trends, drive continuous learning and structured workflow observation to identify gaps and improvement opportunities, enabling proactive contribution to service optimization initiatives.

What You'll Bring 

• Bachelor’s degree in Nursing, Pharmacy, Laboratory science, Clinical medicine, Public Health or any other medical related field.
• Strong foundational understanding of healthcare delivery and the Rwanda health system, with proficiency in medical terminologies and a clear recognition of the critical importance of timely, accurate product distribution in improving patient outcomes.
• Solid knowledge of essential health commodities including medical products, blood products, nutritional supplements, and vaccines is essential; while additional understanding of animal health is considered a valuable asset.
• Familiarity with healthcare logistics and information systems used within the Rwanda health system such as BBMS, SAP and eVLMIS will be considered an added advantage.
• Customer-focused approach with strong communication and problem-solving skills.
• Ability to translate complex information into clear, actionable updates for customers and teams.
• Comfortable working with multiple teams and stakeholders to ensure efficient coordination and service delivery.
• Maintains composure and organization while managing multiple priorities, ensuring sustained accuracy, efficiency, and attention to details.
• Demonstrates a strong willingness to learn, adapt to change, and actively contribute to process improvements, team objectives, and overall operational excellence.

What Else You Need to Know   

• Must have legal right to work in Rwanda.
• Must be willing to relocate to our distribution center in Muhanga.
• Must be willing and able to work a Shift-based schedule including nights, weekends and public holidays.
• Must be willing and able to work for a period not less than 40 hours/week.
• This is a full-time role based at the Distribution Center, offered on a one-year contract with the potential for renewal.

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state, federal or local law or our other policies. 

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!