Social Media Specialist, Bilingual French

We're transforming the grocery industry

At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.

Instacart has become a lifeline for millions of people, and we're building the team to help push our shopping cart forward. If you're ready to do the best work of your life, come join our table.

Instacart is a Flex First team

There's no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work?"whether it's from home, an office, or your favorite coffee shop?"while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.

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

• Monitor and respond to customers, shoppers, and other stakeholders across social media channels in a timely manner
• Monitor, track and report on feedback and online reviews
• Drive brand awareness, positive brand sentiment, and brand loyalty through direct, online, engagement
• Coordinate with Marketing, PR and Communications teams
• Recognize and escalate high-profile customer, shopper and retailer issues
• Elevate the brand by using social media support best practices
• Identify opportunities and gaps in recommending proactive responses, shortcuts, and other social support content needs
• Stay up to date with the latest social media best practices and technologies
• Execute social media and communication campaigns
• Provide engaging text, image and video content for all social media accounts
• Build relationships with customers, shoppers, retailers, and industry professionals

About you

• Associate or BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
• 1+ years experience in Social Media customer service or brand messaging
• Bilingual in French
• Strong communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
• Demonstrated ability to write according to style, grammar, punctuation, voice, and tone standards
• Understanding of customer support social media trends and best practices
• Demonstrated proficiency in using Facebook, Twitter, Instagram, LinkedIn, YouTube, Excel, Google Analytics, and scheduling tools
• Strong analytical, problem-solving skills and a passion for turning data into actionable insights

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.