Customer Care Advocate

About You and The Role  

Zipline helps healthcare providers access critical medical products when timing matters. As a Customer Care Advocate, you will be the frontline connection between customers and Zipline’s operations, turning orders, questions, and service issues into clear next steps.

Your healthcare background will help you manage orders accurately and communicate effectively with customers from intake through resolution, while working closely with Warehouse and Flight Operations. Strong performance means prioritizing orders correctly, ensuring compliant fulfillment, providing timely updates when service changes, and documenting resolutions clearly to help customers make informed decisions.

What You'll Do  

• Receive and process customer orders through approved channels and Zipline’s order management system, capturing complete and accurate information.
•  Make first-line order and inquiry prioritization decisions based on urgency and operational impact; escalate exceptions through established channels.
• Coordinate with Warehouse, Flight Operations, and relevant teams to confirm order status, fulfillment needs, and service constraints.
• Monitor active orders and proactively provide customers clear, accurate updates on delays, delivery timelines, or other changes.
• Handle calls, chats, inquiries, and complaints; categorize issues correctly and document actions through the appropriate platforms.
•  Follow Good Distribution Practices and inventory standards to support correct product selection, quantities, and compliant order fulfillment.
• Identify recurring customer or workflow issues from operational trends and contribute observations to service-improvement efforts.

What You'll Bring 

• A bachelor’s degree in Nursing, Pharmacy, Laboratory Science, Clinical Medicine, Public Health, or another medical-related field.
• Working knowledge of healthcare delivery in Rwanda, medical terminology, and the importance of timely, accurate distribution for patient outcomes. 
• Familiarity with BBMS, SAP, or eVLMIS is an advantage.
• Knowledge of essential health commodities, including medical products, blood products, nutritional supplements, and vaccines; animal-health knowledge is an advantage.
• Clear written and verbal communication, sound judgment, attention to detail, and composure while managing multiple priorities within established procedures.
• Sound judgment, attention to detail, and composure while managing multiple priorities and following established procedures.
• Ability to work on site at Zipline’s Distribution Center in Muhanga, including relocation if needed, on a shift schedule with nights, weekends, and public holidays.
• Availability for a full-time, 40-hour-per-week, one-year contract with potential renewal.

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 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!