Bilingual Customer Experience T3 Specialist (Spanish)

Instacart

10d•$17 - $21•Remote

About The Position

Instacart is seeking a Bilingual Customer Experience T3 Specialist to support pharmacy-order delivery experiences and Instacart Health initiatives. The role provides real-time customer support primarily by phone and occasionally by email, working with customers, shoppers, pharmacists, and retail partners. The specialist supports Fresh Funds and Rx delivery inquiries, troubleshoots issues, and provides empathetic, personalized service that builds customer trust and satisfaction. The position is part of the Customer Experience Consumer Vanguard team, which supports customers, shoppers, retailers, and partners. This is a remote role under Instacart’s Flex First approach. The listed bilingual work schedules are Monday through Friday, 9:00 AM–6:00 PM ET, or Friday through Tuesday, 9:00 AM–6:00 PM ET. Base pay varies by permanent work location; listed U.S. ranges are $20.67–$20.92 per hour in CA, NY, CT, and NJ; $19.71–$20.92 in WA; $19.23–$20.19 in OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, and HI; and $17.31–$18.27 in all other states. The role is eligible for a new-hire equity grant and annual refresh grants.

Requirements

At least 1 year of experience in customer service or call center support, including the ability to handle high-pressure scenarios.
Strong communication skills, including professional phone etiquette and excellent written communication.
Fluency in spoken and written Spanish.
Comfort and proficiency with technology, including web-based support platforms and troubleshooting iPhone or Android apps.
Ability to multitask, prioritize, and problem-solve in a fast-paced, constantly changing environment.
Empathy, customer advocacy, and sound judgment when handling difficult or time-sensitive situations.

Nice To Haves

Experience in delivery-focused customer support, particularly with delivery apps.
Familiarity with inbound customer service calls and/or HIPAA-compliant environments.
Experience in a fast-paced, metrics-driven contact center.
Proficiency with Salesforce, Genesys, Admin, or similar customer support platforms.
Ability to identify trends and provide feedback to improve processes and workflows.

Responsibilities

Deliver real-time customer support focused on prescription delivery inquiries and Instacart Health programs such as Fresh Funds.
Resolve customer issues quickly and effectively while navigating complex and evolving challenges at scale.
Communicate clearly, empathetically, and professionally to provide personalized support and build trust.
Proactively identify trends in customer feedback and collaborate with the Manager to streamline processes and improve outcomes.
Support customers, shoppers, pharmacists, and retail partners with delivery-related inquiries and app or delivery troubleshooting.