Bilingual Customer Experience Specialist

About the Opportunity

Instacart is hiring a Bilingual Customer Experience Specialist to provide live support to consumers, shoppers, retailers, and advertisers across its marketplace.

This is a full-time remote role within the United States. The position focuses on high-volume customer support through phone, chat, and email, with strong emphasis on Spanish-language support, issue investigation, accurate documentation, and consistent customer experience.

What You’ll Do

• Handle live customer contacts through phone, chat, and/or email for most or all of the scheduled workday.
• Resolve order, account, and marketplace issues using established policies, tools, and knowledge-base content.
• Investigate customer problems by reviewing account history, order information, and prior interactions.
• Handle edge cases carefully and escalate issues when they fall outside standard workflows.
• Create detailed transfer tickets and case notes for downstream teams.
• Identify recurring customer pain points, process gaps, policy ambiguities, or tooling problems.
• Surface emerging operational issues quickly to team leadership.
• Share best practices and contribute to a supportive team environment.
• Use AI-assisted tools and new technologies to improve customer-support workflows and efficiency.

Required Experience

Candidates need at least one year of experience in a customer-facing role such as customer support, retail, hospitality, or call center work.

Fluency in spoken and written Spanish is required.

Customer Support Skills

The role requires comfort handling live customer contacts throughout most of the day in a fast-paced, metrics-driven environment.

Strong written and verbal communication, accurate case documentation, attention to detail, and the ability to follow established workflows are essential.

Candidates should be able to investigate issues, interpret account and order details, make sound decisions within policy, and remain calm when working with frustrated customers.

Technical Skills

Basic technical proficiency is required, including the ability to navigate multiple systems, CRM tools, browser-based applications, and productivity tools such as Google Workspace.

Comfort with AI-assisted support tools and willingness to adopt new technologies are also expected.

Preferred Background

Additional useful experience includes contact-center or multi-channel support, complex policy-driven workflows, and familiarity with tools such as Salesforce, Genesys, UJET, or Zendesk.

Experience surfacing trends to leadership, proposing process improvements, and providing informal peer support or mentorship is also valuable.

Remote Work and Schedule

This position is remote within the United States.

The role is full-time at 40 hours per week. Instacart’s Customer Experience operation runs seven days a week from 7:00 AM to 11:00 PM Eastern Time / 4:00 AM to 8:00 PM Pacific Time.

Shift assignments depend on business needs, and candidates must be flexible to work evenings, weekends, and holidays.

Compensation

Instacart publishes location-based U.S. base pay ranges for this role:

• California, New York, Connecticut, New Jersey: $20.67–$21.88 USD
• Washington: $19.71–$20.92 USD
• Oregon, Delaware, Maine, Massachusetts, Maryland, New Hampshire, Rhode Island, Vermont, District of Columbia, Pennsylvania, Virginia, Colorado, Texas, Illinois, Hawaii: $19.23–$20.19 USD
• All other U.S. states: $17.31–$18.27 USD

The exact pay period is not explicitly stated in the text supplied for this listing, so WorkinVirtual should not infer one solely from the numerical amounts.

About Instacart

Instacart operates an online grocery and retail marketplace connecting consumers, shoppers, retailers, and advertisers.

Candidates applying through WorkinVirtual will be directed to Instacart’s official careers page. WorkinVirtual is not the employer and does not accept applications for this opportunity.