Bilingual Customer Experience Specialist

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 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

• 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

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