Bilingual Customer Experience Specialist
Core
Handle live customer contacts (phone, chat, email) to resolve order and account issues for consumers, shoppers, retailers, and advertisers.
Role type
Bilingual Customer Experience Specialist (Support)
Builds
Empathetic, high-quality support for Instacart's diverse community
Domain
E-commerce / Grocery Delivery
Deliverable
client delivery
Required skills
Spanish fluency, live contact handling, complex workflow navigation, issue investigation, internal ticketing, pattern identification, basic technical proficiency
Preferred skills
Multi-channel support experience, CRM/contact center tools familiarity, trend surfacing, collaborative teamwork
Technologies
Salesforce, Genesys/Ujet, Zendesk, Google Workspace
Responsibilities
Handle live customer contacts for up to 100% of scheduled time; Navigate and execute complex workflows to resolve order and account issues; Resolve edge cases by following documented procedures; Conduct thorough investigations into customer issues; Create internal transfer tickets and document cases; Proactively identify patterns, pain points, and process gaps; Surface emerging issues and operational challenges to leadership.
Seniority
Individual Contributor, 1+ year experience