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Bilingual Customer Experience Specialist (Spanish)

Instacart· Care Customer Experience
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Remote$17 - $21full-timePosted 2mo ago

About the role

Customer Experience role at Instacart focusing on supporting consumers, shoppers, retailers, and advertisers with flexible full-time remote work, including evenings, weekends, and holidays.

Responsibilities

  • Handle live customer contacts (phone, chat, and/or email) for up to 100% of your scheduled time, delivering clear, empathetic, and efficient support.
  • Navigate and execute complex workflows using established tools, policies, and knowledge base content to resolve a wide range of order and account issues.
  • Resolve edge cases by following documented procedures, seeking guidance when needed, and escalating to appropriate teams when issues fall outside standard paths.
  • Conduct thorough investigations into customer issues—reviewing account history, order details, and prior interactions—to ensure accurate and fair outcomes.
  • Create internal transfer tickets and document cases with clear, detailed notes for downstream teams.
  • Proactively identify patterns, pain points, and process gaps, and provide concrete suggestions to supervisors and pillar leadership.
  • Act as a positive team player and informal leader by modeling best practices and sharing insights with peers.
  • Surface emerging issues and operational challenges to leadership with clear examples to help the team adapt in real time.

Qualifications

  • High school diploma or equivalent (some college or specialized training a plus)
  • 1+ year in a customer-facing role with strong service
  • Fluency in Spanish, both spoken and written
  • Comfort handling live contacts for most of the day in a fast-paced, metrics-driven environment
  • Exceptional written and verbal communication skills with attention to detail and ability to follow established workflows
  • Problem-solving mindset with ability to investigate issues and interpret account/order details
  • Emotional intelligence and resilience when dealing with upset customers
  • Basic technical proficiency navigating multiple systems and CRM tools
  • Schedule flexibility to support evenings, weekends, and holidays
  • Comfort working with AI-assisted tools and willingness to adopt new technologies

Skills

Required:Bilingual Spanish-English communicationCustomer serviceLive contact handling

Benefits

  • Flexible work arrangements under Instacart Flex First program
  • Competitive compensation and benefits
  • Remote work setup
  • Opportunity for career growth within CX team
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Instacart

Marketplace for grocery delivery and pickup

Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Instacart’s same-day delivery and pickup services bring fresh groceries and everyday essentials to busy people and families across the U.S. and Canada in as fast as an hour. Since its founding in 2012, Instacart has become an essential service for millions of families, while also serving as an immediate, flexible earnings opportunity for hundreds of thousands of shoppers across North America. The company partners with more than 350 retailers and delivers from more than 25,000 stores across more than 5,500 cities in North America. Today, Instacart is accessible to more than 85% of households in the U.S. and more than 70% of households in Canada.

grocerydeliverye-commerce
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