Care Agent
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. If you’re ready to do the best work of your life, come join our table.
Introducing Our Hybrid Working Model
As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.
OVERVIEW
You will be the voice of Instacart, fielding real-time calls, chats, and emails from our customers, shoppers, and retailer partners. The ideal candidate is someone who is passionate about customer experience and knows what it means to go above and beyond as an advocate for the Instacart community. You must be calm in the face of disorder, diligent and meticulous, and be able to have a strong sense of empathy in difficult situations. The team consists of customer support professionals, dedicated to supporting customers across phone, email, and chat.
We are focused on supporting our broad ecosystem of customers, shoppers, retailers, and team members through direct support and scalable solutions. We are a service-centric and data-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process, and product experience.
ABOUT THE JOB
- Create an exceptional service experience for users!
- Provide positive, fast, and complete support resolutions to users via various access channels
- Provide support to customers, shoppers, and retailers
- Identify common trends within support interactions and call out appropriately
- Identify and resolve customer inquiries
- Act with the customer in mind and be the supporter for the user community
- Communicate effectively and exercise good judgment when interacting with customers
- Infuse all interactions with emotional intelligence and understanding
- Excellent attention to detail and ability to proactively solve for our customers
ABOUT YOU
MINIMUM QUALIFICATIONS
- 1+ years experience in customer service or call center
- Flexible schedule, willing to work untraditional business hours and weekends. We operate in the morning, afternoon, and overnight shifts.
- Strong writing skills and outstanding attention to detail
- Must have access to and be able to effectively use a fully operational smartphone with an active carrier
- Capability to type at minimum, 40 WPM
PREFERRED QUALIFICATIONS
- Insight and the ability to take initiative for the customer
- High tolerance for stress, complexity, and change
- Diligent and time management skills
- Strong problem-solving skills with the ability to creatively resolve difficult situations
- Ability to quickly learn web-based user support applications
- Ability to work in a fast-paced environment, subject to rapid change and uncertainty
- High-level of consideration and familiarity with smartphone applications (iPhone and Android)
PHYSICAL REQUIREMENTS
- Repetitive motion - ability to type frequently and regularly use the wrists, hands, and/or fingers
- Physical demands - sedentary work; sitting most of the time up to 8 hours daily and 40 hours weekly
- Ability to wear a phone headset
- Ability to effectively read the information on a computer in a fluorescent-lit office
- Extensive reading of work-related material requires considerable visual attention
Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.