Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
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About the Role
Instacart is transforming the grocery industry by connecting communities with the food they love. As an essential service relied upon by millions of consumers and personal shoppers, Instacart pairs technological innovation with community care. The Customer Experience (CX) team sits at the core of this mission, supporting consumers, shoppers, retailers, and advertisers through direct engagement and scalable operational support.
About the Role
As a Bilingual Customer Experience Specialist, you will handle live customer interactions across phone, chat, and email channels in both English and Spanish. You will be responsible for resolving order and account inquiries, conducting comprehensive account reviews, navigating complex workflows, and surfacing actionable insights to product and engineering teams.
This is a full-time, remote position operating within Instacart’s "Flex First" framework. Operations run 7 days a week between 7:00 AM – 11:00 PM EST (4:00 AM – 8:00 PM PST). Candidates must have the flexibility to work 40 hours per week across a variety of shifts, including mid-day, evening coverage, weekends, and holidays.
Key Technical Responsibilities
- check_circle Handle live customer contacts via phone, chat, and/or email for up to 100% of scheduled working hours with empathy and efficiency
- check_circle Navigate and execute complex workflows utilizing internal tools, policies, and knowledge base documentation to resolve order and account issues
- check_circle Resolve edge cases by following documented standard procedures, seeking guidance when necessary, and escalating issues appropriately
- check_circle Conduct investigations into customer issues by reviewing account history, order details, and prior customer touchpoints
- check_circle Generate internal transfer tickets and document case details with clear, comprehensive notes for downstream teams
- check_circle Identify operational patterns, contact spikes, tool bugs, policy ambiguities, and process gaps to provide actionable feedback to leadership
- check_circle Collaborate with peers, share operational best practices, and contribute to an inclusive and supportive team culture
- check_circle Leverage AI-assisted tools and emerging technologies to optimize daily support workflows
Prerequisites & Qualifications
- check Fluency in Spanish and English (both written and verbal)
- check High school diploma or equivalent (some college or specialized training is a plus)
- check 1+ year of experience in a customer-facing role such as customer support, retail, hospitality, or contact center environments
- check Demonstrated ability to handle high-volume live contacts (phone, chat, email) in a fast-paced, metrics-driven setting
- check Strong analytical and problem-solving skills to assess account/order details and apply policy guidelines accurately
- check High emotional intelligence and resilience when de-escalating customer frustration and navigating sensitive situations
- check Technical proficiency navigating multiple software applications, CRM platforms, browser tools, and Google Workspace
- check Schedule flexibility to support 40 hours per week across schedules that include evenings, weekends, and holidays
- check Willingness to adopt and work with AI-assisted customer support tools
- check Experience in multi-channel contact centers or policy-heavy workflows (e-commerce, logistics, or marketplaces) is preferred
- check Familiarity with CRM tools like Salesforce, Zendesk, or Genesys/Ujet is preferred
About Instacart Greenhouse Board
Verified hiring organization details.
Instacart Greenhouse Board is a remote hiring entity operating within the United States technology and software sector, associated with Instacart's broader recruitment and organizational infrastructure. Instacart is a leading grocery technology company in North America, operating an online grocery shopping and delivery service that connects customers with retailers. The engineering and technology teams at Instacart build and maintain complex distributed systems, logistics platforms, machine learning models for recommendations and search, and scalable web and mobile applications.