Trust & Safety Associate, Critical Response

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. 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. 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. 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. Learn more about our flexible approach to where we work.

Overview

About the Role: Join our dedicated team as a Critical Response Associate and contribute directly to the safety and stability of the Instacart platform. In this dynamic role, you will engage in emergency response coordination, conduct thorough investigations, and oversee compliance measures. Your work will ensure that all Instacart users have a secure and positive experience, maintaining the trust placed in us every day. This full-time position requires availability during off-hours and weekends, depending on operational needs. About the Team: Our Critical Response Team is at the forefront of ensuring a safe and trustworthy environment on the Instacart platform. We manage real-time incidents that require immediate and coordinated action, embodying the company's commitment to safety and reliability. The team plays a pivotal role in Instacart’s success by ensuring operational integrity and building trust within our community. About the Job: As a Critical Response Associate, your responsibilities will include:

• Resolving issues involving customers, shoppers, and retailers related to user misconduct through timely email or phone responses, ensuring satisfaction and continued trust in our platform.
• Conducting detailed investigations to categorize and action misconduct, applying a meticulous approach to gather facts and enforce compliance with our standards.
• Reviewing both live and historical data with an eye for detail, identifying patterns that could indicate areas of concern.
• Performing day-to-day operational tasks with precision, continuously seeking ways to enhance the effectiveness of our response protocols.

About You: Minimum Qualifications:

• 1-2+ years of experience in Investigations, Customer Support, or Hospitality related fields, or a strong academic record demonstrating your ability to thrive in complex scenarios.
• Exceptional communication skills, including writing abilities with attention to detail, grammar, and adaptation to the Instacart brand tone and voice.
• A resilient and positive attitude capable of navigating ever-changing and dynamic operational conditions.
• A comprehensive understanding of the gig economy and the unique challenges it presents.
• Proven ability to swiftly address critical and sensitive issues in a fast-paced environment.
• Ability to maintain a high level of confidentiality.
• Flexibility to work weekends, evenings, and holidays as needed.

Preferred Qualifications:

• Proficiency in Excel or Google Sheets.
• Basic knowledge of SQL is an advantage, but not required.

Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For US based candidates, the base pay ranges for a successful candidate are listed below. CA, NY, CT, NJ $75,000—$83,000 USD WA $72,000—$80,000 USD OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI $68,000—$76,000 USD All other states $62,000—$69,000 USD