Bilingual Customer Experience Specialist

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. Instacart is a Flex First team There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work. Overview The Customer Experience (CX) team sits at the center of Instacart’s support ecosystem, serving our diverse community of consumers, shoppers, retailers, and advertisers through both direct support and scalable solutions. We partner closely with cross-functional teams across Product, Engineering, and Operations to surface insights from the front line, reduce friction in the customer journey, and shape future roadmaps. We deliver empathetic, high-quality support through a blend of data-driven, operational excellence. By focusing on clear communication, critical thinking, and continuous improvement, we ensure that every customer interaction not only resolves the immediate issue but also consistently enhances the overall Instacart experience. About the Job • This role plays a vital part in supporting our consumers, shoppers, retailers, and advertisers. We are currently hiring for a variety of shifts, including mid-day, and evening coverage, to ensure we provide seamless service throughout the day. Schedule flexibility—including availability for evenings, weekends, and holidays—is essential to meeting the diverse needs of our community. • Handle live customer contacts (phone, chat, and/or email) for up to 100% of your scheduled time, consistently delivering clear, empathetic, and efficient support. • Navigate and execute complex workflows using established tools, policies, and knowledge base content to resolve a wide range of order and account issues. • Resolve edge cases by carefully following documented procedures, seeking guidance when needed, and escalating to the appropriate teams when issues fall outside standard paths. • Conduct thorough investigations into customer issues—reviewing account history, order details, and prior interactions—to ensure accurate and fair outcomes. • Create internal transfer tickets and document cases with clear, detailed notes so downstream teams have the context they need to resolve issues efficiently. • Proactively identify patterns, pain points, and process gaps in day-to-day work, and provide concrete suggestions and recommendations to supervisors and pillar leadership. • Act as a positive team player and informal leader by modeling best practices, sharing tips and insights with peers, and contributing to a supportive, inclusive team environment. • Surface emerging issues and operational challenges (such as tooling bugs, policy ambiguities, or contact spikes) to leadership quickly and with clear examples, helping the team respond and adapt in real time. About You Minimum qualifications • High school diploma or equivalent (some college or specialized training a plus) • 1+ year in a customer-facing role (support, retail, hospitality, call center, etc.) with a track record of strong service • Fluency in Spanish, both spoken and written • Comfort handling live contacts for most of the day (phone, chat, and/or email) in a fast-paced, metrics-driven environment • Exceptional written and verbal communication skills, including clear documentation of cases and transfers, attention to detail and ability to follow established workflows • Problem-solving mindset with the ability to investigate issues, interpret account/order details, and make sound judgments within policy • Emotional intelligence and resilience when dealing with upset or frustrated customers and complex situations • Basic technical proficiency (navigating multiple systems, CRM tools, browser-based applications, and common productivity tools like Google Workspace) • Schedule flexibility to support evenings, weekends, and holidays based on business needs • Comfort working with AI-assisted tools and willingness to adopt new technologies that enhance customer support workflows and drive efficiency Preferred qualifications • Experience in a contact center or multi-channel support environment (phone + chat + email) • Prior exposure to complex, policy-heavy workflows (e.g., financial services, logistics, e‑commerce, or marketplaces) • Familiarity with CRM and contact center tools (Salesforce, Genesys/Ujet, Zendesk, etc.) • Demonstrated experience surfacing trends or issues to leadership and proposing improvements • Proven ability to work collaboratively on a team, share best practices, and provide peer support or informal mentorship Work Schedule • Full-time | 40 hours per week • Operations run 7 days a week | 7:00 AM – 11:00 PM EST / 4:00 AM – 8:00 PM PST Shift assignments are based on business needs. Flexibility to work evenings, weekends, and holidays is required. #LI-Remote Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Please read more about our benefits offerings here. For US based candidates, the base pay ranges for a successful candidate are listed below. CA, NY, CT, NJ $20.67—$21.88 USD WA $19.71—$20.92 USD OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI $19.23—$20.19 USD All other states $17.31—$18.27 USD