Remote Bilingual CX Specialist — Spanish

Healing Strides Counseling; United States; Remote; USD 24,000 - 30,000; Full time

Job summary

Instacart is hiring for a Customer Experience role to support consumers, shoppers, retailers, and advertisers across live channels. The role requires handling calls, chats, and emails with empathy, following workflows, and escalating when needed.

Schedule flexibility includes evenings and weekends in a remote setup across the United States. The position emphasizes data-driven service, collaboration with Product and Operations, and opportunities to identify process improvements.

Qualifications

• High school diploma or equivalent; some college or specialized training a plus
• 1+ year in a customer-facing role with a track record of strong service
• Fluency in Spanish, both spoken and written
• Exceptional written and verbal communication, with clear case documentation
• Ability to handle live contacts in a fast-paced, metrics-driven environment
• Problem-solving mindset and ability to follow policy while investigating issues
• Emotional intelligence and resilience when handling upset customers
• Comfort with AI-assisted tools and willingness to adopt new tech to improve workflows

Responsibilities

• Handle live customer contacts (phone, chat, and/or email) for up to 100% of scheduled time
• Navigate complex workflows using tools, policies, and knowledge base to resolve issues
• Resolve edge cases by following documented procedures and escalate when needed
• Investigate customer issues by reviewing history to ensure fair outcomes
• Create internal transfer tickets and document cases with clear notes
• Identify patterns and provide concrete recommendations to leadership
• Be a positive team player and informal leader, sharing best practices
• Surface emerging issues to leadership with clear examples to aid rapid response

Skills

Spanish fluency

Communication skills

Empathy and resilience

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Genesys/Ujet

Job description

Instacart is hiring for a Customer Experience role to support consumers, shoppers, retailers, and advertisers across live channels. The role requires handling calls, chats, and emails with empathy, following workflows, and escalating when needed.

Schedule flexibility includes evenings and weekends in a remote setup across the United States. The position emphasizes data-driven service, collaboration with Product and Operations, and opportunities to identify process improvements.