Customer Experience Specialist: Retail

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.

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.

About The Role

We're looking for a Customer Experience Specialist who thrives in the bustle of retail and is ready to bring a blend of critical thinking and proactive energy to our team. The role isn’t just about fielding Retailer inquiries; it’s about diving deep into each interaction with genuine curiosity, crafting personalized experiences, and sharpening our service with your insights on trends and user needs. You’ll be at the heart of our operation, quickly resolving issues with a clear mind and a considerate approach, always prioritizing the end user and enriching our community with each conversation. If you excel in communication and are driven by a desire to solve problems with empathy and resourcefulness, let's make a lasting impact together.

About The Team

The CX Retail team is at the core of Instacart’s Retailer support network. We work directly with Retailers to resolve their unique challenges, provide tailored solutions, and elevate their business results. Our team's approach is centered on clear communication, operational precision, and scalable improvements. By aligning with Retail leaders and internal stakeholders, we drive success for our partners and Instacart.

Responsibilities

• Promptly address Retailer inquiries through various communication channels (email, phone, etc.), maintaining a positive and empathetic tone.
• Engage with varying levels of leadership at Retailers/external parties, ensuring professionalism and clarity in all communication.
• Provide detailed and accurate information about products, services, and policies, guiding Retailers through solutions for concerns or issues.
• Record and document all interactions thoroughly, ensuring clear communication and feedback are shared with relevant internal teams to improve support processes.
• Diagnose Retailer pain points and provide effective, resourceful solutions tailored to their specific needs.
• Collaborate with internal teams, including Product, Trust & Safety, and Engineering, to escalate and resolve complex Retail requests promptly.
• Monitor trends and recurring concerns in Retailer communications to identify improvement opportunities and recommend actionable solutions.
• Serve as a subject matter expert on the Retail Pillar's products, services, and processes, staying continuously informed about updates or changes.
• Proactively build relationships with Retailer teams, fostering trust and partnership to ensure a seamless experience with Instacart.

Qualifications

Minimum Qualifications

• High school diploma or equivalent
• 1+ years with troubleshooting customer issues
• Experience in handling multi-channel communication platforms (phone, email)
• Familiarity with CRM systems or other tools for managing customer interactions
• Exceptional communication skills, both verbal and written
• Strong critical thinking skills, with the ability to evaluate problems and arrive at effective solutions

Preferred Qualifications

• A self-starter attitude with a demonstrated ability to take initiative and drive projects forward independently
• A keen understanding of customer service principles, with a mindset of serving generously and anticipating the needs of others
• Natural curiosity to understand retail partner needs and proactively shape outcomes that benefit all stakeholders
• A solution-oriented approach when navigating complex scenarios and engaging with external partners
• Understanding of e-commerce platforms for online retail operations
• Strong interpersonal skills that foster relationships and build trust with both internal teams and external clients

Pay

This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Offers may vary based on many factors, such as candidate experience and skills required for the role.

• CA, NY, CT, NJ: $20.67—$21.88 USD
• WA: $19.71—$20.92 USD
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23—$20.19 USD
• All other states: $17.31—$18.27 USD