Bilingual Customer Experience Specialist (French Speaker)

Join Instacart's Customer Experience team as a Bilingual Customer Experience Specialist (French Speaker). 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 flexible scheduling, including evenings, weekends, and holidays.

• 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 des outils établis, des politiques et du contenu de la base de connaissances 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.

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