Bilingual CX Specialist (French)
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 (French)
Builds
Direct support and scalable solutions for Instacart's diverse community
Domain
Grocery delivery / E-commerce
Deliverable
client delivery
Required skills
French fluency (spoken/written), live contact handling, complex workflow navigation, issue investigation, internal ticket creation, pattern identification, basic technical proficiency, AI tool adoption
Preferred skills
Multi-channel support experience, policy-heavy workflow exposure, CRM/contact center tools familiarity, trend surfacing, peer mentorship
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; Act as a positive team player and informal leader; Surface emerging issues and operational challenges to leadership
Seniority
Individual Contributor, Entry to Mid-level