Bilingual Customer Experience Specialist (Spanish Speaker)

Join Instacart's Customer Experience team as a Bilingual Customer Experience Specialist. In this role, you will provide empathetic, high-quality support to our diverse community of consumers, shoppers, retailers, and advertisers. You will handle live customer contacts, navigate complex workflows, conduct thorough investigations into customer issues, and proactively identify patterns and process gaps. This is a full-time position with a flexible schedule, including evenings, weekends, and holidays. Fluency in Spanish is required.

• Gérer les contacts clients en direct (téléphone, chat et/ou e-mail) pour 100 % de votre temps de travail prévu, en fournissant un support clair, empathique et efficace.
• Naviguer et exécuter des flux de travail complexes en utilisant les outils, les politiques et le contenu de la base de connaissances établis pour résoudre une large gamme de problèmes de commande et de compte.
• Identifier proactivement les tendances, les points de douleur et les lacunes dans les processus et fournir des suggestions concrètes et des recommandations aux superviseurs et à la direction.

• Emotional intelligence and resilience when dealing with upset or frustrated customers and complex situations
• 1+ year in a customer-facing role (support, retail, hospitality, call center, etc.) with a track record of strong service
• Schedule flexibility to support evenings, weekends, and holidays based on business needs
• Comfort handling live contacts for most of the day (phone, chat, and/or email) in a fast-paced, metrics-driven environment
• Comfort working with AI-assisted tools and willingness to adopt new technologies that enhance customer support workflows and drive efficiency
• Exceptional written and verbal communication skills, including clear documentation of cases and transfers, attention to detail and ability to follow established workflows
• High school diploma or equivalent (some college or specialized training a plus)
• Problem-solving mindset with the ability to investigate issues, interpret account/order details, and make sound judgments within policy
• Basic technical proficiency (navigating multiple systems, CRM tools, browser-based applications, and common productivity tools like Google Workspace)
• Fluency in Spanish, both spoken and written
• Experience in a contact center or multi-channel support environment (phone + chat + email)
• Familiarity with CRM and contact center tools (Salesforce, Genesys/Ujet, Zendesk, etc.)
• Prior exposure to complex, policy-heavy workflows (e.g., financial services, logistics, e‑commerce, or marketplaces)
• Demonstrated experience surfacing trends or issues to leadership and proposing improvements
• Proven ability to work collaboratively on a team, share best practices, and provide peer support or informal mentorship