Bilingual CX Specialist - Live Support & Insights

EngineersOfAI; Northern (KY); Hybrid; USD 21,000 - 30,000; Full time

Job summary

Instacart is seeking a Customer Experience Associate to support our diverse community of consumers, shoppers, retailers, and advertisers across channels. You will handle live contacts and navigate complex workflows to resolve issues, delivering empathetic, high-quality service.

Join a CX team that prioritizes clear communication, data-driven improvement, and collaboration with Product, Engineering, and Operations. Flexible work options and a supportive environment are available.

Qualifications

• 1+ year in a customer-facing role with a track record of strong performance.
• Experience handling live contacts via phone, chat, or email is a plus.
• Ability to navigate complex workflows and follow documented procedures.

Responsibilities

• Handle live customer contacts (phone, chat, and/or email) for up to 100% of your scheduled time.
• 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 following documented procedures and escalating when needed.
• Conduct investigations into customer issues—reviewing account history and prior interactions—for accurate outcomes.
• Create internal transfer tickets and document cases with clear notes for downstream teams.
• Identify patterns and opportunities to improve processes and offer actionable recommendations.
• Be a positive team player and informal leader, sharing tips with peers.
• Surface emerging issues to leadership with clear examples to help the team adapt.

Skills

Customer service

Clear communication

Empathy

Education

High school diploma

Job description

Instacart is seeking a Customer Experience Associate to support our diverse community of consumers, shoppers, retailers, and advertisers across channels. You will handle live contacts and navigate complex workflows to resolve issues, delivering empathetic, high-quality service.

Join a CX team that prioritizes clear communication, data-driven improvement, and collaboration with Product, Engineering, and Operations. Flexible work options and a supportive environment are available.