Implementation and Support Manager
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 Implementation and Support Manager serves as a key interface between customers and other parts of the company. It is their role to ensure that new customers are implemented efficiently and all customers are dealt with professionally and that their enquiries and requests are delivered in a timely manner. This role’s primary purpose is to configure and set up new customer systems, answer support queries and maintain relationships with all customers.
ABOUT THE JOB
- Set up, configure and implement all areas of a client’s system. Including, but not limited to, menus, documents, shopping carts and system training.
- Provide front-of-house services by answering and then referring or responding to general enquiries.
- Manage customer initiated alterations to current system (receive an enquiry by phone, email or online).
- Place and process project tickets for existing customers.
- Provide quotations to customers upon request, working with the Head of Customer Success and Operations where necessary.
- Provide phone-based assistance to customers in understanding and using the FoodStorm product.
- Receive and address customer issues / feedback.
- Data import for customers and making alterations for client systems.
- Contribute to scaling internal processes, including building and continuously updating common FAQ’s.
- Work as a team and assist others when necessary including assigning tickets to relevant departments.
ABOUT YOU
- Effective time management
- Understanding of the catering industry
- High level of written and oral skills
- High level of computer literacy & organizational skills
- Commitment to continuous improvement of strategies
- Ability to record and maintain accurate information
- Microsoft Office Suite knowledge
- Highly developed customer and relationship building skills
#LI-Remote
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.