Remote job description

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

We are looking for a leader for our Product Specialists and someone to act as a liaison to Engineering teams. You will provide direction and accurately call out issues to engineering based on bugs identified through multiple input channels. This Senior Product Specialist will also look for data trends that point to needed improvements in Instacart's applications, including certain feature requests along with issues that may be affecting consumers in real-time. Responsibilities include developing positive relationships and engagement with cross-functional partners such as Engineering, Product Managers, Product Operation Managers, and others to help facilitate platform improvements.

ABOUT THE JOB
  • Consistently demonstrate mastery level execution of all roles and responsibilities of a Product Specialist, develop expertise in the products you support; maintain up-to-date knowledge of Instacart's product and platform changes.
  • Perform sophisticated technical troubleshooting, drive resolution of incoming support tickets for product issues, and be accountable for the follow-up on action items from product incidents as areas of improvement and growth identifiers.
  • Lead status update meetings around bugs, crafting awareness for leadership and peers around relevant issues negatively impacting our customer's experience.
  • Develop and maintain the infrastructure of triaging tools in aid of team productivity, efficiency, and communication with cross-functional partners.
  • Lead the overall success and feedback loop management of new features/enhancements and bug fixes, being the technical point of contact for investigating and triaging platform functionality.
  • Consistently review and drive SLA performance of issue triage process.
  • Record and maintain documentation of Product Specialist workflows.
  • Regularly engage with Engineering and Product Operation Managers, collaborating on ways to enhance or improve the customer experience.
  • Conduct regular audits and reviews of problem and Jira tickets, and actively participate in bug triaging activities.
  • Work with leadership and cross-functional teams to support broader Instacart goals and objectives, and advocate for product quality and customer experience.
  • Assist with lightweight investigative analysis as needed, to better understand trends in customer behavior, potential problems, and opportunity areas/product recommendations.
  • Educate Product Specialists on Product Improvement launches
  • Contribute information to the Process Improvement Teams in support of Agent Knowledge Base enhancements.
ABOUT YOU

MINIMUM QUALIFICATIONS
  • We are seeking an inquisitive person that is able to take intricate problems and break them down into practical pieces!
  • Bachelor's Degree in a technical field or 4+ years of equivalent practical experience in a technical support or engineering role
  • Experience with the following tools: SQL, Jira Software, Confluence, Zendesk, and Datadog
  • Exceptional verbal, active listening, and written communication skills
  • Ability to operate seamlessly in a fast-paced, agile environment
PREFERRED QUALIFICATIONS
  • Experience crafting and maintaining customer-specific playbooks, SOPs (standard operating procedures), and operating manuals
  • Eagerness to learn backend and/or mobile technical surfaces.
  • Ability to operate seamlessly in a fast-paced, agile environment
  • Outstanding corporate presentation and relationship-building skills with technical and non-technical audiences.
  • It's a bonus if you have grocery/retail experience, experience working in an Agile environment, or BI/Data Analytics experience (i.e. Periscope)!

#LI-Remote

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.




Summary
Company name: Instacart
Remote job title: Senior Product Specialist
Job tags: Customer Satisfaction, Process Improvement, Jira

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