Bilingual Customer Experience Specialist (Spanish)

Instacart

12d • $17 - $22 • Remote

About The Position

The Customer Experience team supports Instacart consumers, shoppers, retailers, and advertisers through direct support and scalable solutions. It partners with Product, Engineering, and Operations to share frontline insights, reduce friction in the customer journey, and shape future roadmaps. The team aims to provide empathetic, high-quality support through clear communication, critical thinking, data-driven operations, and continuous improvement.

This role handles customer contacts by phone, chat, and/or email, potentially for up to 100% of scheduled time. The specialist uses established tools, policies, workflows, and knowledge-base content to investigate and resolve order and account issues, including edge cases. The role documents cases, creates transfer tickets, escalates issues when needed, and shares patterns, pain points, and operational challenges with leadership. The specialist also contributes to a supportive team environment by sharing best practices and insights with peers.

This is a full-time, remote role with shift assignments based on business needs. Operations run seven days a week from 7:00 AM to 11:00 PM EST / 4:00 AM to 8:00 PM PST. Flexibility to work evenings, weekends, and holidays is required. The role is listed as Flex First, with employees able to choose where they work, including home, an office, or a coffee shop, while participating in regular in-person events.

For US-based candidates, the listed base pay ranges are: CA, NY, CT, NJ: $20.67–$21.88 USD; WA: $19.71–$20.92 USD; OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23–$20.19 USD; all other states: $17.31–$18.27 USD. Compensation depends on permanent work location and may vary based on factors such as candidate experience and required skills.

Requirements

• High school diploma or equivalent; some college or specialized training is a plus.
• At least 1 year of experience in a customer-facing role, such as support, retail, hospitality, or call center, with a track record of strong service.
• Fluency in spoken and written Spanish.
• Comfort handling live contacts for most of the day in a fast-paced, metrics-driven environment.
• Exceptional written and verbal communication skills, including clear case and transfer documentation, attention to detail, and ability to follow established workflows.
• Problem-solving ability to investigate issues, interpret account and order details, and make sound judgments within policy.
• Emotional intelligence and resilience when dealing with upset or frustrated customers and complex situations.
• Basic technical proficiency, including navigating multiple systems, CRM tools, browser-based applications, and common productivity tools such as Google Workspace.
• Schedule flexibility to support evenings, weekends, and holidays based on business needs.
• Comfort working with AI-assisted tools and willingness to adopt new technologies that enhance support workflows and efficiency.

Nice To Haves

• Experience in a contact center or multi-channel support environment involving phone, chat, and email.
• Prior exposure to complex, policy-heavy workflows, such as financial services, logistics, e-commerce, or marketplaces.
• Familiarity with CRM and contact center tools such as Salesforce, Genesys/Ujet, or Zendesk.
• Demonstrated experience surfacing trends or issues to leadership and proposing improvements.
• Ability to collaborate on a team, share best practices, and provide peer support or informal mentorship.

Responsibilities

• Handle live customer contacts by phone, chat, and/or email, delivering clear, empathetic, and efficient support.
• Use established tools, policies, workflows, and knowledge-base content to resolve order and account issues.
• Resolve edge cases by following documented procedures, seeking guidance when needed, and escalating issues outside standard processes.
• Investigate customer issues by reviewing account history, order details, and prior interactions to reach accurate and fair outcomes.
• Create internal transfer tickets and document cases with clear, detailed notes for downstream teams.
• Identify patterns, customer pain points, and process gaps, and recommend improvements to supervisors and pillar leadership.
• Model best practices, share tips and insights with peers, and contribute to a supportive, inclusive team environment.
• Promptly surface emerging issues and operational challenges, such as tooling bugs, policy ambiguities, or contact spikes, to leadership with clear examples.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED