Description
At Instacart, we're transforming the grocery industry by providing an essential service that customers rely on to get their groceries and household goods. We're seeking a Bilingual Customer Experience T3 Specialist to join our team, where you'll play a key role in supporting the delivery experience for pharmacy orders and contributing to our mission of empowering healthier living.
As a Bilingual Customer Experience T3 Specialist, you'll be the voice of Instacart, delivering exceptional service through real-time calls and occasionally emails. You'll work directly with customers, shoppers, pharmacists, and retail partners to create personalized support experiences that reflect empathy, kindness, and professionalism.
Your work will focus on ensuring customer satisfaction by supporting Instacart Health initiatives like Fresh Funds and delivery-related inquiries for Rx orders, helping users during the moments that matter most.
Responsibilities
- Take ownership of delivering real-time support to customers with a focus on Rx delivery-related inquiries and Instacart Health programs like Fresh Funds.
- Leverage exceptional problem-solving skills to provide fast, effective resolutions while navigating complex and evolving challenges at scale.
- Thrive in a fast-paced, dynamic work environment where processes may rapidly change, and new priorities emerge without warning.
- Communicate clearly, empathetically, and professionally across all interactions, ensuring a personalized and meaningful service experience that builds lasting trust.
- Embrace operational ownership by proactively identifying trends in customer feedback and collaborating with your Manager to streamline processes and improve outcomes.
Requirements
- 1+ years of experience in customer service or call center support, with a proven ability to handle high-pressure scenarios.
- Superior communication skills, including clear and professional phone etiquette and excellent written skills.
- Fluency in Spanish, both spoken and written.
- Comfort and proficiency with technology, from navigating web-based support platforms to using and troubleshooting smartphone apps (iPhone/Android).
- A proven ability to multitask, prioritize, and problem-solve in a fast-paced, constantly changing environment.
- A strong sense of empathy, customer advocacy, and sound judgment for creating positive outcomes in difficult or time-sensitive situations.
Preferred Qualifications
- Experience in delivery-focused customer support, particularly within delivery apps.
- Familiarity with handling inbound customer service calls and/or working within HIPAA-compliant environments.
- Prior experience in a fast-paced, metrics-driven contact center setting.
- Proficiency with customer support tools like Salesforce, Geneys, Admin or similar platforms.
- A demonstrated ability to identify trends and provide feedback for continuous improvement in processes and workflows.
Benefits
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.