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Job description:
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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 French, 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
Full-time | 40 hours per week
Operations run 7 days a week | 7:00 AM
– 11:00 PM EST / 4:00 AM – 8:00 PM
PST
Shift assignments are based on business
needs. Flexibility to work evenings,
weekends, and holidays is required.
#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
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