[Hiring] Bilingual Customer Experience T3 Specialist @Instacart

Role Description

Join Instacart as a Bilingual Customer Experience T3 Specialist, where you’ll play a key role in supporting the delivery experience for pharmacy orders and contributing to our mission of empowering healthier living. As part of a dedicated team, you’ll help create seamless, empathetic, and impactful interactions that enhance our customers’ trust and satisfaction with Instacart’s services.

• Take ownership of delivering real-time support to customers with a focus on Rx delivery-related inquiries and Instacart Health programs like Fresh Funds.
• Leverage exceptional problem-solving skills to provide fast, effective resolutions while navigating complex and evolving challenges at scale.
• Thrive in a fast-paced, dynamic work environment where processes may rapidly change, and new priorities emerge without warning.
• Communicate clearly, empathetically, and professionally across all interactions, ensuring a personalized and meaningful service experience that builds lasting trust.
• Embrace operational ownership by proactively identifying trends in customer feedback and collaborating with your Manager to streamline processes and improve outcomes.

Qualifications

• 1+ years of experience in customer service or call center support, with a proven ability to handle high-pressure scenarios.
• Superior communication skills, including clear and professional phone etiquette and excellent written skills.
• Fluency in Spanish, both spoken and written.
• Comfort and proficiency with technology, from navigating web-based support platforms to using and troubleshooting smartphone apps (iPhone/Android).
• A proven ability to multitask, prioritize, and problem-solve in a fast-paced, constantly changing environment.
• A strong sense of empathy, customer advocacy, and sound judgment for creating positive outcomes in difficult or time-sensitive situations.

Requirements

• Experience in delivery-focused customer support, particularly within delivery apps.
• Familiarity with handling inbound customer service calls and/or working within HIPAA-compliant environments.
• Prior experience in a fast-paced, metrics-driven contact center setting.
• Proficiency with customer support tools like Salesforce, Geneys, Admin or similar platforms.
• A demonstrated ability to identify trends and provide feedback for continuous improvement in processes and workflows.

Benefits

• Highly market-competitive compensation and benefits in each location where our employees work.
• Eligible for a new hire equity grant as well as annual refresh grants.