We're transforming the grocery industry
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. 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.
Instacart has become a lifeline for millions of people, and we’re building the team to help
push our shopping cart forward. If you’re ready to do the best work of your life, come join
our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have 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. Learn more about our flexible approach to where we work.Overview
The Customer Experience (CX) team sits at the center of Instacart’s support ecosystem,
serving our diverse community of consumers, shoppers, retailers, and advertisers through both
direct support and scalable solutions. We partner closely with cross-functional teams across
Product, Engineering, and Operations to surface insights from the front line, reduce friction
in the customer journey, and shape future roadmaps.
We deliver empathetic, high-quality support through a blend of data-driven, operational
excellence. By focusing on clear communication, critical thinking, and continuous improvement,
we ensure that every customer interaction not only resolves the immediate issue but also
consistently enhances the overall Instacart experience.
About the Job
This role plays a vital part in supporting our consumers, shoppers, retailers, and advertisers.
We are currently hiring for a variety of shifts, including morning, 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.
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.
About You
Minimum qualifications
High school diploma or equivalent (some college or specialized training a plus)
1+ year in a customer-facing role (support, retail, hospitality, call center, etc.) with a
track record of strong service
Fluency in Spanish, both spoken and written
Comfort handling live contacts for most of the day (phone, chat, and/or email) in a fast-paced,
metrics-driven environment
Exceptional written and verbal communication skills, including clear documentation of cases and
transfers, attention to detail and ability to follow established workflows
Problem-solving mindset with the ability to investigate issues, interpret account/order
details, and make sound judgments within policy
Emotional intelligence and resilience when dealing with upset or frustrated customers and
complex situations
Basic technical proficiency (navigating multiple systems, CRM tools, browser-based
applications, and common productivity tools like Google Workspace)
Schedule flexibility to support evenings, weekends, and holidays based on business needs
Comfort working with AI-assisted tools and willingness to adopt new technologies that enhance
customer support workflows and drive efficiency
Preferred qualifications
Experience in a contact center or multi-channel support environment (phone + chat + email)
Prior exposure to complex, policy-heavy workflows (e.g., financial services, logistics,
e‑commerce, or marketplaces)
Familiarity with CRM and contact center tools (Salesforce, Genesys/Ujet, Zendesk, etc.)
Demonstrated experience surfacing trends or issues to leadership and proposing improvements
Proven ability to work collaboratively on a team, share best practices, and provide peer
support or informal mentorship
Work Schedule
40 hours per week.
Regular Schedule:
Wednesday to Sunday, 10:00 AM - 7:00 PM ET
#LI-RemoteInstacart provides highly market-competitive compensation and benefits in each
location where our employees work. This role is remote and the base pay range for a successful
candidate is dependent on their permanent work location. Please review our Flex First remote
work policy here.
Offers may vary based on many factors, such as candidate experience and skills required for the
role. Please read more about our benefits offerings here.
For US based candidates, the base pay ranges for a successful candidate are listed below.CA,
NY, CT, NJ$20.67—$21.88 USDWA$19.71—$20.92 USDOR, DE, ME, MA, MD, NH, RI, VT, DC,
PA, VA, CO, TX, IL, HI$19.23—$20.19 USDAll other states$17.31—$18.27 USD |
