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Bilingual CX Specialist (French)

Instacart· Care Customer Experience
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Remote$17.31/hr - $21.88/hrFull-timePosted 2w ago

About the role

Customer Experience role at Instacart focused on delivering empathetic, high-quality support to consumers, shoppers, retailers, and advertisers. Hybrid/remote flexibility with shifts across mornings, mid-days, evenings, weekends, and holidays. role involves handling live contacts, navigating workflows, and identifying process improvements.

Responsibilities

  • Handle live customer contacts (phone, chat, and/or email) for up to 100% of your scheduled time, consistently 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 carefully following documented procedures, seeking guidance when needed, and escalating to the 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 so downstream teams have the context they need to resolve issues efficiently.
  • Proactively identify patterns, pain points, and process gaps in day-to-day work, and provide concrete suggestions and recommendations to supervisors and pillar leadership.
  • Act as a positive team player and informal leader by modeling best practices, sharing tips and insights with peers, and contributing to a supportive, inclusive team environment.
  • Surface emerging issues and operational challenges (such as tooling bugs, policy ambiguities, or contact spikes) to leadership quickly and with clear examples, helping the team respond and adapt in real time.

Qualifications

  • High school diploma or equivalent (some college or specialized training a plus)
  • 1+ year in a customer-facing role (support, retail, hospitality, call center, etc.) with a track record of strong service
  • Fluency in French, both spoken and written
  • Comfort handling live contacts for most of the day (phone, chat, and/or email) in a fast-paced, metrics-driven environment
  • Exceptional written and verbal communication skills, including clear documentation of cases and transfers, attention to detail and ability to follow established workflows
  • Problem-solving mindset with the ability to investigate issues, interpret account/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 (navigating multiple systems, CRM tools, browser-based applications, and common productivity tools like 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 customer support workflows and drive efficiency

Skills

Required:Customer supportCommunicationProblem solving

Benefits

  • Instacart provides highly market-competitive compensation and benefits in each location where employees work
  • Remote-friendly work policy (Flex First)
Last updated Oct 8, 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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