The opportunity
At Instacart, we invite the world to share love through food because we believe 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.
What you'll do
This role plays a vital part in supporting our consumers, shoppers,: retailers, and advertisers. We are currently hiring for a variety of shifts, including mid-day, and evening coverage, to ensure we provide seamless service throughout the day. Schedule flexibility—including availability for evenings, weekends, and holidays—is essential to meeting the diverse needs of our community.
Handle live customer contacts (phone, chat, and/or email) for up to 100% of: your scheduled time, consistently delivering clear, empathetic, and efficient support.
Navigate and execute complex workflows using established tools, policies, and: knowledge base content to resolve a wide range of order and account issues.
Resolve edge cases by carefully following documented procedures, seeking: guidance when needed, and escalating to the appropriate teams when issues fall outside standard paths.
Conduct thorough investigations into customer issues—reviewing account: history, order details, and prior interactions—to ensure accurate and fair outcomes.
Create internal transfer tickets and document cases with clear, detailed: notes so downstream teams have the context they need to resolve issues efficiently.
What they're looking for
- Proactively identify patterns, pain points, and process gaps in day-to-day: work, and provide concrete suggestions and recommendations to supervisors and pillar leadership.
- 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.
- Surface emerging issues and operational challenges (such as tooling bugs,: policy ambiguities, or contact spikes) to leadership quickly and with clear examples, helping the team respond and adapt in real time.
- High school diploma or equivalent (some college or specialized training a plus)
