Bilingual Customer Experience Specialist

Instacart
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 1+ yearsEducation: high_schoolSkills: ["Communication","Problem-solving","Emotional intelligence","Resilience","Attention to detail"]

Support customers across phone, chat, and/or email by resolving order and account issues through established tools, policies, and knowledge base workflows. Investigate cases using account history and prior interactions, handle edge cases with escalation, and document transfers so downstream teams can resolve efficiently. Proactively identify patterns, pain points, and process gaps, and surface operational issues to leadership in a fast-paced, metrics-driven environment.

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FursaFursa
Instacart
Instacart
2 days ago

Bilingual Customer Experience Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Support customers across phone, chat, and/or email by resolving order and account issues through established tools, policies, and knowledge base workflows. Investigate cases using account history and prior interactions, handle edge cases with escalation, and document transfers so downstream teams can resolve efficiently. Proactively identify patterns, pain points, and process gaps, and surface operational issues to leadership in a fast-paced, metrics-driven environment.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle live customer contacts (phone, chat, and/or email) for up to 100% of scheduled time while delivering clear, empathetic, efficient support.
  • •Navigate and execute complex workflows using established tools, policies, and knowledge base content to resolve order and account issues.
  • •Resolve edge cases by following documented procedures, seeking guidance when needed, and escalating appropriately outside standard paths.
  • •Investigate customer issues by reviewing account history, order details, and prior interactions to ensure accurate and fair outcomes.
  • •Create internal transfer tickets and document cases with clear notes; identify patterns and surface operational challenges to leadership.

Key Requirements

  • •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.
  • •Ability to handle live phone/chat/email contacts for most of the day in a fast-paced, metrics-driven environment.
  • •Exceptional written and verbal communication, with attention to detail and strong follow-through on established workflows.
Experience:1+ years
Education:High School
Skills:CommunicationProblem-solvingEmotional intelligenceResilienceAttention to detail
Languages:Spanish
Tech Stack:Google WorkspaceCRMSalesforceGenesys/UjetZendeskBrowser-based applicationsAI-assisted tools

Company Brief

Instacart
Operates an online grocery marketplace connecting customers with personal shoppers and local retailers for grocery delivery and pickup. Provides technology, logistics, and advertising solutions to supermarkets and consumer packaged goods brands.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn