Customer Experience Specialist Retail

**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.](https://www.instacart.careers/flex-first) **Overview** ------------ **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. **About the Role** We're looking for a Customer Experience Specialist who thrives in the bustle of retail and is ready to bring a blend of critical thinking and proactive energy to our team. The role isn’t just about fielding Retailer inquiries; it’s about diving deep into each interaction with genuine curiosity, crafting personalized experiences, and sharpening our service with your insights on trends and user needs. You’ll be at the heart of our operation, quickly resolving issues with a clear mind and a considerate approach, always prioritizing the end user and enriching our community with each conversation. If you excel in communication and are driven by a desire to solve problems with empathy and resourcefulness, let's make a lasting impact together. **About the Team**  The CX Retail team is at the core of Instacart’s Retailer support network. We work directly with Retailers to resolve their unique challenges, provide tailored solutions, and elevate their business results. Our team's approach is centered on clear communication, operational precision, and scalable improvements. By aligning with Retail leaders and internal stakeholders, we drive success for our partners and Instacart. **About the Job**  ------------------ _Promptly address Retailer inquiries through various communication channels (email, phone, etc.), maintaining a positive and empathetic tone.__Engage with varying levels of leadership at Retailers/external parties, ensuring professionalism and clarity in all communication.__Provide detailed and accurate information about products, services, and policies, guiding Retailers through solutions for concerns or issues.__Record and document all interactions thoroughly, ensuring clear communication and feedback are shared with relevant internal teams to improve support processes.__Diagnose Retailer pain points and provide effective, resourceful solutions tailored to their specific needs.__Collaborate with internal teams, including Product, Trust & Safety, and Engineering, to escalate and resolve complex Retail requests promptly.__Monitor trends and recurring concerns in Retailer communications to identify improvement opportunities and recommend actionable solutions.__Serve as a subject matter expert on the Retail Pillar's products, services, and processes, staying continuously informed about updates or changes.__Proactively build relationships with Retailer teams, fostering trust and partnership to ensure a seamless experience with Instacart._ **About You** ------------- **_Minimum Qualifications_** _High school diploma or equivalent__1+ years with troubleshooting customer issues__Experience in handling multi-channel communication platforms (phone, email)__Familiarity with CRM systems or other tools for managing customer interactions__Exceptional communication skills, both verbal and written__Strong critical thinking skills, with the ability to evaluate problems and arrive at effective solutions_ **_Preferred Qualifications_** _A self-starter attitude with a demonstrated ability to take initiative and drive projects forward independently__A keen understanding of customer service principles, with a mindset of serving generously and anticipating the needs of others__Natural curiosity to understand retail partner needs and proactively shape outcomes that benefit all stakeholders__A solution-oriented approach when navigating complex scenarios and engaging with external partners__Understanding of e-commerce platforms for online retail operations__Strong interpersonal skills that foster relationships and build trust with both internal teams and external clients_ _#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](https://instacart.careers/flex-first/). 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](https://instacart.careers/taste-of-instacart/).  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