Care Social Media Supervisor

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, has a strong sense of empathy, and can help drive exceptional customer service by helping customers reach out to Instacart through social media for assistance. Our team consists of customer support and social media professionals dedicated to assisting customers across multiple social media channels.

As a supervisor, you will mentor, coach, supervise, and oversee daily performance for a team of 10-14 frontline Care Social Specialists. You will interact with leadership and internal stakeholders to implement and measure process innovation and operational excellence.

ABOUT THE JOB

• Supervise, coach, and motivate a team of high-performing Care Social Specialists
• Provide individual coaching feedback sessions
• Monitor and mitigate real time service levels
• Own overall performance and established metrics of your team
• Leverage data/analysis to proactively identify problems and risks
• Develop and expand expertise of team members
• Serve as a key point of contact to handle sensitive escalations
• Make autonomous decisions to support brand reputation
• Report trends and topics to Marketing, Communications, Care, and other stakeholders
• Think strategically about social media response processes and improvements
• Assist management in development and implementation of leadership directives

ABOUT YOU

• BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
• 3+ years in social media customer or brand messaging
• 3+ years experience working in scaled support and/or complex operations environment
• Ability to communicate and interact at all levels of leadership
• Strong communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
• Proficient with contact center tools such as workforce management, CRM (Zendesk Guide, Salesforce), quality assurance, ticketing systems
• Proficient in a social customer experience management platform such as Khoros, HootSuite, Sprout Social, Salesforce Social, and Zendesk Social
• Deep passion for customer support and operational excellence
• Strong analytical and reporting skills
• Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
• Comfortable working autonomously on complex problems
• Experience creating project plans and executing them to completion
• Bi-lingual French or Spanish preferred but not required

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Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.