Instacart
Instacart is a North American leader in online grocery delivery.
Atlanta, GA

Care Social Media Manager at Instacart

| Atlanta, GA
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We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together. 

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.

Overview

The Instacart Care Social Media Team supports our customers, shoppers, retailers, and internal team members through direct, scalable customer service methods and technology. We are a client focused and data-driven team that works diligently to delight our community, improve performance, and scale through better automation, process, and product solutions.

We are looking for someone who thinks strategically about social media response processes and improvements, is passionate about delivering the best customer experience, has demonstrated people management and engagement experience, and can drive outstanding customer service for customers who get in contact with Instacart through social media for assistance.

Reporting to the Senior Manager of Care Social Media, we will have you directly manage frontline supervisors and customer service teams. You will lead your teams and their work according to the standards of Instacart Care and the social care strategy, lead individual and team performance expectations and goals, maintain a data-driven focus on ensuring and improving customer satisfaction, and serve as a leader and point of contact for critical contact resolutions. Be prepared to work collaboratively with Process Improvement, QA, Training, Content, Product Operations, and other cross-functional teams.

Additional responsibilities include implementation of new tools and technologies, and strategic projects in social care best methods.

About the job
  • Manage frontline Care Social Media teams, including 1-2 supervisors and 10-20 specialists/agents, in a fast-paced and demanding environment to deliver on meaningful metrics
  • Assist the Senior Manager of Care Social Media and Care Leadership in the implementation of leadership directives and plans
  • Own overall performance and established metrics of your teams, providing reports and insights to Care leadership
  • Use data/analysis to proactively identify and mitigate problems and risks
  • Understands Social Media Best practices and stays up to date on the latest social media trends
  • Understands the basic uses and principles of Social Media such as; SEO, Marketing, Analytics, Influencers, Social Reach, Engagement, PR, and Crisis Management
  • Communicate policies and standards and ensure team compliance, all while developing and expanding the expertise of your team
  • We need you to be a key point of contact to handle complicated customer concerns
  • Coach your teams to provide an incredible and conscientious support experience to our users
  • Integrate the efforts of teams across multiple shifts to deliver best-in-class customer support and attain service level requirements
  • Measure and evaluate Care social processes and drive continuous process improvement with eye towards user satisfaction
  • Identify root causes and implement changes to improve accuracy, productivity, and quality of your team's performance
  • Develop, plan, and implement strategies and tactics to improve Instacart Care’s social customer service performance
  • Set the tone for a culture that puts the customer first, even if that means rolling up your sleeves and assisting with frontline work
About you
  • BA/BS degree in communications, marketing, social media, or related field, or equivalent experience and proven expertise
  • 4+ years leading teams at a 2nd line level, including experience in a high capacity and very fast-paced customer support environment
  • 3+ years experience in social customer service
  • Strong communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
  • Proficient in social customer experience management platforms such as Sprinklr, Khoros, HootSuite, Sprout Social, Salesforce Social, and Zendesk Social
  • Strong communication skills and high level of support in analytical problem-solving
  • Ability to translate processes and technical information into clear, useful, simple language
  • Ability to juggle multiple priorities and create a feeling of importunity in a fast-paced, dynamic environment
  • Experience with continuous renewal of business processes
  • Comfortable working autonomously on sophisticated problems
  • Experience creating project plans and carrying them out to completion
  • Bilingual in French or Spanish is a plus
  • Positive attitude and fortitude to work through constantly evolving and dynamic operational conditions!

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.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
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What are Instacart Perks + Benefits

Instacart Benefits Overview

Health & Wellbeing
At Instacart we offer generous employer contributions to healthcare for comprehensive medical, dental, vision and mental health. From flu-shot clinics to “take what you need” time off, we provide a holistic approach to supporting our employees' physical and emotional well being.

Family
We believe in supporting every parent within the Instacart family. Paid parental leave, flexible schedules, a grocery credit, and sweet baby swag are offered to new parents. We aim to support parents returning to work with on-site Mother’s Rooms, our Parents @ ERG, and events like Bring Your Child to Work Day.

Food
We donut take food (or food puns) lightly at here Instacart. From giving all employees a free Instacart Express membership to celebrating milestones and cultural heritage months with food, to hosting a monthly AMA with our CEO called "the Scoop" (featuring scoops of ice cream), food is baked into our daily lives.

Culture
Volunteer in local community
Our social impact program, Instacart Serves, aims to nourish our communities by helping to remove barriers to food access and enrich the lives of our communities through an annual volunteer week.
Partners with Nonprofits
Instacart is committed to supporting the communities we serve and we are proud to team up with our giving partner Feeding America to combat food insecurity.
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
We require all Instacart employees to complete a mandatory unconscious bias training. Our employee resource groups have also partnered together to launch a diversity and training program.
Diversity Employee Resource Groups
At Instacart, we have five active Employee Resource Groups (ERGs): Nightshades (our Black ERG), Rainbow Carrots (our LGBTQ+ ERG), Saźon (our Latinx ERG), [email protected], and [email protected]
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 12 weeks of paid parental leave for employees who become parents (through birth, adoption, or foster care) to support them and their families as they take on their new role as a parent.
Flexible Work Schedule
As a company, we’ve adopted a set of guidelines for managers to help accommodate caregivers on their teams including offering flexible schedules and extra time blocks throughout the day.
Family Medical Leave
Adoption Assistance
We provide Family Planning benefits for all types of families, including but not limited to fertility planning, surrogacy support, adoption services, care navigation, and reproductive technology.
Company sponsored family events
We partner with our [email protected] community to host virtual events and programming for families such as cooking classes, arts and craft kits delivered, and magic shows over Zoom.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Relocation Assistance
Home Office Stipend for Remote Employees
We have a $600 stipend for outfitting your home office, as well as monthly phone & internet reimbursement.
Professional Development Benefits
Job Training & Conferences
We offer free Udemy subscriptions for every employee to allow them to develop new skills and foster existing ones by enrolling in a wide array of courses. We also have a dedicated L&D Team.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our programming and benefits are constantly evolving to meet the needs of our growing team. We introduce new benefits each year, and add new programs to celebrate cultural heritage, give back to the community, and celebrate our teams.

Our Instacart Serves social impact program is one of the most active across the company. We aim to nourish our communities by helping to remove barriers to food access and enriching the lives of our communities through an annual volunteer week of service, grocery donations, disaster relief, and giving campaigns.

The Instacart Serves program focuses support across 3 main areas:

- Food Insecurity: The majority of our philanthropic support is dedicated to helping to remove barriers to food access and hunger relief with our primary giving partner, Feeding America. We recognize that food insecurity disproportionately affects diverse communities and we also work to raise awareness for this growing inequity.

- Supporting Traditionally Marginalized Communities: We are committed to standing up for injustice and equity, supporting organizations that challenge economic justice, and uplifting traditionally marginalized communities.

- Disaster Relief: In the event of natural disasters which severely impact the communities we serve, we provide disaster relief through financial or grocery donations to centers and organizations supporting evacuees and first responders.

An Insider's view of Instacart

What’s the vibe like in the office?

Family—its what I think of when someone asks me about the Instacart Finance team. It is ACCR-UAL world out there but all of us have each other’s back!

Sachin

Payroll Manager

What does your typical day look like?

Our team is hyper-focused on delivering value to our enterprise customers. We are shaking up the grocery industry and every day brings a new challenge. There's never a dull moment on the technical delivery team!

Nicola

Technical Project Manager

How has your career grown since starting at the company?

Instacart has given me the opportunity to grow my career significantly over the last 5 years. I started as an In-store shopper, became a Shift Lead, was promoted to Site Manager. Eventually, I transitioned into a new role on my current team at HQ and am expanding my coding skills with Carrot University, our internal coding bootcamp.

Annabel

Shopper Community Lead, Field Operations

How do your team's ideas influence the company's direction?

"I love being a part of the Care team because we genuinely care about the customers that use our platform and our employees who work hard to ensure a great experience. I get to play an integral role in helping us turn our Care vision into reality."

Kiha

Human Resources Director, Care

What are some things you learned at the company?

As a large company that is growing quickly, there is still a huge appetite for trying new things; in fact, it's the expectation. There is no 'cookie-cutter' approach.

Tonci

Senior Technical Recruiter

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