Care Social Media Agent Bilingual French

We're transforming the grocery industry

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we've been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.

Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it's more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.

OVERVIEW

The Instacart Care Social Media Team supports our customers, shoppers, retailers, and internal stakeholders through direct, scalable customer service best practices and technology. We are a service-oriented and analytics-driven team that works diligently to delight our community, improve performance, and scale through better automation, process, and product solutions.

The ideal candidate is someone who is passionate about delivering the best customer experience, is proficient using multiple social media channels, has a strong sense of empathy, and can help drive exceptional customer service by helping customers who reach out to Instacart through social media for assistance.

ABOUT THE JOB

• Elevate the brand and solve customer issues using critical thinking, effective communication, and social customer service best practices
• Recognize and escalate high-profile customer issues
• Create an exceptional, personalized service experience for users
• Monitor and quickly respond to customers, shoppers, and other stakeholders across social media channels in the private space
• Provide socially relevant, well written support to both shoppers, retailers and customers
• Act with the customer in mind and advocate for the user community
• Communicate effectively and exercise sound judgement when interacting with customers

ABOUT YOU

• 1?+ years experience in Instacart Care call center or social media care team required
• Must exceed Care metrics set (CSAT: 90%+, QA: 90%+, Productivity: 8+/hour, AHT
  
  
  Summary
  Company name: Instacart
  Remote job title: Care Social Media Agent Bilingual French
  Job tags: Call Centers, Computer Proficiency, SEC