Bilingual Customer Experience Specialist @Instacart

Overview

The Customer Experience (CX) team at Instacart serves a diverse community of consumers, shoppers, retailers, and advertisers through both direct support and scalable solutions. The role of Bilingual Customer Experience Specialist is vital in delivering high-quality support and resolving customer inquiries.

Key Responsibilities

• Handle live customer contacts (phone, chat, and/or email) throughout the scheduled shifts, providing empathetic and efficient support.
• Navigate and execute complex workflows using established tools and knowledge bases to resolve various order and account issues.
• Conduct thorough investigations into customer issues, reviewing account history and previous interactions.
• Create internal transfer tickets and document cases with detailed notes for clear communication with downstream teams.
• Identify patterns and process gaps in day-to-day work, providing suggestions to supervisors.
• Act as a positive team player and informal leader, fostering a supportive team environment.
• Quickly surface emerging issues to leadership with clear examples to adapt in real time.

Requirements

• High school diploma or equivalent (some college or specialized training preferred).
• 1+ year in a customer-facing role with strong service history.
• Fluency in Spanish, both spoken and written.
• Exceptional communication skills, both verbal and written, including clear documentation of cases.
• Problem-solving mindset with attention to detail and ability to follow established workflows.
• Emotional intelligence and resilience when dealing with frustrated customers.
• Basic technical proficiency and comfort with AI-assisted tools.
• Schedule flexibility to support evenings, weekends, and holidays.

Benefits

Instacart provides market-competitive compensation and benefits tailored to each location of employment.

Location

This is a remote role, available to candidates based in the United States.

How to Apply

Please apply through the Instacart career page or the designated application link provided.

Deadline

No specific deadline mentioned.