Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
Your skills are processed strictly in-memory and never saved to a database.
About the Role
We're transforming the grocery industry at Instacart, inviting the world to share love through food because everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
As a Bilingual CX Specialist, you will sit at the center of Instacart’s support ecosystem, serving our diverse community of consumers, shoppers, retailers, and advertisers through direct support and scalable solutions. Operating as a Flex First team, Instacart offers employees the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events.
Work Schedule
Full-time position consisting of 40 hours per week. Operations run 7 days a week between 7:00 AM – 11:00 PM EST / 4:00 AM – 8:00 PM PST. Shift assignments are based on business needs, and flexibility to work mornings, mid-day, evenings, weekends, and holidays is required.
Key Technical Responsibilities
- check_circle Handle live customer contacts (phone, chat, and/or email) for up to 100% of your scheduled time, consistently delivering clear, empathetic, and efficient support.
- check_circle Navigate and execute complex workflows using established tools, policies, and knowledge base content to resolve a wide range of order and account issues.
- check_circle Resolve edge cases by carefully following documented procedures, seeking guidance when needed, and escalating to the appropriate teams when issues fall outside standard paths.
- check_circle Conduct thorough investigations into customer issues—reviewing account history, order details, and prior interactions—to ensure accurate and fair outcomes.
- check_circle Create internal transfer tickets and document cases with clear, detailed notes so downstream teams have the context they need to resolve issues efficiently.
- check_circle Proactively identify patterns, pain points, and process gaps in day-to-day work, and provide concrete suggestions and recommendations to supervisors and pillar leadership.
- check_circle Act as a positive team player and informal leader by modeling best practices, sharing tips and insights with peers, and contributing to a supportive, inclusive team environment.
- check_circle Surface emerging issues and operational challenges (such as tooling bugs, policy ambiguities, or contact spikes) to leadership quickly and with clear examples.
Prerequisites & Qualifications
- check High school diploma or equivalent (some college or specialized training a plus)
- check 1+ year in a customer-facing role (support, retail, hospitality, call center, etc.) with a track record of strong service
- check Fluency in French, both spoken and written
- check Comfort handling live contacts for most of the day (phone, chat, and/or email) in a fast-paced, metrics-driven environment
- check Exceptional written and verbal communication skills, including clear documentation of cases and transfers, attention to detail and ability to follow established workflows
- check Problem-solving mindset with the ability to investigate issues, interpret account/order details, and make sound judgments within policy
- check Emotional intelligence and resilience when dealing with upset or frustrated customers and complex situations
- check Basic technical proficiency (navigating multiple systems, CRM tools, browser-based applications, and common productivity tools like Google Workspace)
- check Schedule flexibility to support evenings, weekends, and holidays based on business needs
- check Comfort working with AI-assisted tools and willingness to adopt new technologies that enhance customer support workflows and drive efficiency
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.