CX Vanguard Senior Specialist II

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 As a CX Vanguard Senior Specialist II, you will be at the forefront of ensuring exceptional resolutions and leadership updates in high-touch situations, including escalations to our executive team. We're looking for someone who is passionate about delivering incredible customer experiences, thrives under pressure, and approaches challenges with empathy and creativity. This role empowers you to make a tangible difference in how Instacart customers experience our brand, as well as the improvements we make along the way. The Customer Experience team supports a diverse ecosystem of customers, shoppers, retailers, and internal stakeholders. Through direct support and scalable solutions, we aim to delight our community, resolve complex issues, and drive impactful improvements. We're a service-forward and data-driven team that anticipates community needs by building automation, improving processes, and developing outstanding product experiences. About the Job Respond to high-priority customer escalations originating from senior executives, internal channels, and Tier 1 specialists, ensuring exceptional personalized resolution experiences. Proactively engage with customers who have reported negative experiences to understand, address, and resolve their concerns with thorough and tailored solutions. Investigate and analyze the root causes of escalations and collaborate with cross functional team members to deliver actionable insights to senior leadership by presenting data covering marketplace impacts and contributing factors. Submit coaching feedback to team leaders and managers when escalations highlight performance gaps in specialist behaviors. Audit prior customer support interactions to identify trends and propose policy updates that address recurring challenges and improve user satisfaction. File and prioritize actionable Jira tickets for product or process improvements based on findings from audits or escalations. Partner closely with cross functional teams to refine or establish new workflows that drive operational efficiency. Utilize outstanding written and verbal communication to represent the organization professionally and authentically to customers and executives, in direct communication and through regular reporting. About You Minimum Qualifications 3+ years of experience in customer service, support, or call center roles. Flexible schedule, with availability to work on weekends or non-traditional business hours to meet business needs. Excellent written and verbal communication skills with keen attention to grammatical detail. Proficiency in general computer and database systems, including Google Suite. Outstanding time management skills, demonstrating reliability and dependability. Highly curious, with exceptional investigative skills. Proven ability to remain composed, empathetic, and solution-focused in challenging, high-pressure situations. Preferred Qualifications Experience performing root cause analysis or audits in customer service settings. Familiarity with customer support software (Salesforce, Genesys), knowledge bases, Jira workflows. College degree preferred but not required (relevant experience can serve as a substitute). Typing proficiency of at least 50 WPM. Experience in escalating feedback for coaching or recommending policy or product improvements. Demonstrated success working in a fast-paced, evolving environment while delivering tangible outcomes. #LI-Remote 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 $60,000—$67,000 USD WA $58,000—$64,000 USD OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI $56,000—$62,000 USD All other states $50,000—$56,000 USD