Bilingual Customer Experience Specialist (Spanish)

Job Overview

We're transforming the grocery industry At Instacart , we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together.

Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community.

Job Description

Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.

Instacart is a Flex First team There’s no one-size fits all approach to how we do our best work.

Learn more about our flexible approach to where we work.

We partner closely with cross-functional teams across Product, Engineering, and Operations to surface insights from the front line, reduce friction in the customer journey, and shape future roadmaps.

Key Responsibilities

• Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community.
• We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
• Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward.
• Our employees have the flexibility to choose where they do their best work-whether it’s from home, an office, or your favorite coffee shop-while staying connected and building community through regular in-person events.
• Overview The Customer Experience (CX) team sits at the center of Instacart’s support ecosystem, serving our diverse community of consumers, shoppers, retailers, and advertisers through both direct support and scalable solutions.
• We deliver empathetic, high-quality support through a blend of data-driven, operational excellence.
• About the Job This role plays a vital part in supporting our consumers, shoppers, retailers, and advertisers.
• Handle live customer contacts (phone, chat, and/or email) for up to 100% of your scheduled time, consistently delivering clear, empathetic, and efficient support.

Required Skills and Qualifications

• Overview The Customer Experience (CX) team sits at the center of Instacart’s support ecosystem, serving our diverse community of consumers, shoppers, retailers, and advertisers through both direct support and scalable solutions.
• By focusing on clear communication, critical thinking, and continuous improvement, we ensure that every customer interaction not only resolves the immediate issue but also consistently enhances the overall Instacart experience.
• Navigate and execute complex workflows using established tools, policies, and knowledge base content to resolve a wide range of order and account issues.
• About You Minimum 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 Spanish, 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 Preferred qualifications Experience in a contact center or multi-channel support environment (phone + chat + email) Prior exposure to complex, policy-heavy workflows (e.g., financial services, logistics, e‑commerce, or marketplaces) Familiarity with CRM and contact center tools (Salesforce, Genesys/Ujet, Zendesk, etc.) Demonstrated experience surfacing trends or issues to leadership and proposing improvements Proven ability to work collaboratively on a team, share best practices, and provide peer support or informal mentorship Work Schedule Full-time | 40 hours per week Operations run 7 days a week | 7:00 AM – 11:00 PM EST / 4:00 AM – 8:00 PM PST Shift assignments are based on business needs.
• Flexibility to work evenings, weekends, and holidays is required.
• Offers may vary based on many factors, such as candidate experience and skills required for the role.

Benefits and Perks

• #LI-Remote Instacart provides highly market-competitive compensation and benefits in each location where our employees work.
• Please read more about our benefits offerings here .

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Instacart is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.