Content Strategist

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.

Solving these problems is what helps our customers get back time in their day, so they can do more of what they love.

Introducing Our Hybrid Working Model

As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.

OVERVIEW

The Instacart Care team provides high quality customer experiences for our consumers, shoppers, retail partners, and agents. We are looking for a Content Strategist who is passionate about developing and improving our communications across multiple channels and formats. You'll have opportunities to learn new technology, hone your writing skills across multiple channels and content types, and grow with our team!

ABOUT THE JOB

• Define the content strategy for shoppers, consumers, and internal support agents, including help center articles, chat talking points, emails, templates, and internal knowledge bases.
• Provide strategic consulting with product, engineering, operations, and other cross-functional teams to advocate for the voice of the customer and to create content that is clear, usable, and up to date
• Partner closely with our process team to translate flowmaps into content including help center, chat, workflows, and job aids
• Bring a creative & strategic eye to content, making it more effective through style, format, and delivery.

ABOUT YOU

• 3+ years of experience crafting and editing compelling content in a professional, academic, and/or extracurricular setting; bonus points for work done on help centers or agent support
• Impeccable written and verbal communication skills; meticulous attention to detail
• Ability to articulate complex process workflows in a creative and concise way
• Understanding of and appreciation for best-in-class customer experience
• Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
• Bachelor's degree or equivalent
• Familiarity with AP and Chicago style guides
• Demonstrated skill in simplifying technical content for user understanding
• Strong technical aptitude - comfortable learning any software product
• Familiarity with one or more CRM and CMS - bonus points for Zendesk experience
• Demonstrated experience with spreadsheets to create and manage content inventories
• Understanding of and appreciation for best-in-class customer experience
• Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
• Flexible and self-motivator mindset - ready to move fast and adapt continuously to a rapidly scaling culture, and own the work you do

#LI-REMOTE