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.
About the Role –
Instacart is hiring one Customer Experience (CX) Supervisor dedicated to our Ads Pillar. In this role, you’ll lead a team of CX Specialists to deliver exceptional advertiser and partner support, leveraging data insights and operational improvements to continuously raise the bar. As a CX Supervisor, you’ll be responsible for overseeing daily operations, advocating for our advertisers and agencies, reviewing ad content to ensure compliance and quality, driving performance excellence, and fostering the development of your team.
The role is eligible to work remotely with the following working hours:
If you’re ready to lead with impact and inspire a culture of customer excellence, this is your opportunity to make a difference!
About the Team
Instacart’s Customer Experience team is committed to delivering strategic, scalable, and transparent support. Our mission is to provide exceptional customer experiences by offering dynamic and tailored service options that meet the unique needs of our end users.
About the Job
- Driving team performance to meet and exceed performance metrics
- Spearheading continuous improvement initiatives for both end users and the team
- Developing and implementing strategic projects to enhance our services
- Motivating and leading a team of specialists, building strong professional relationships
- Setting clear expectations and maintaining high standards, offering tailored coaching and performance management
- Adapting to changes swiftly and mitigating any concerns that may affect team morale
- Participating in recruitment and hiring processes
- Leading daily team engagements and maintaining strong project management discipline
- Using data analysis to identify issues proactively and handling sensitive escalations adeptly
- Communicating team achievements and challenges to leadership effectively
- Collaborating with internal and external stakeholders to drive improvements to the support quality of the team
About You
Minimum Qualifications
- 3+ years of experience leading diverse, front-line teams
- Demonstrated ability to communicate and engage with all levels of leadership
- Demonstrated ability to communicate and engage with stakeholders, internal partners, and external partners.
- Proven track record in managing high-volume, fast-paced customer support environments
- Strong data analysis and presentation skills, proficient in Google Suite and Excel
- Some experience in at least one area of advertising (e.g. policy, account management, campaign management, operations, etc.)
- Proficiency in Call Center Management Tools (Workforce Management, Quality Assurance, Ticketing Systems)
- Strong critical thinking ability on technical and non-technical issues
- Ability to drive continuous improvements in call center performance
- Proven leadership and results in a remote working environment
- Positive attitude, resilience and adaptability to dynamic operational conditions
Preferred Qualifications
- Background in integrity, quality assurance, and/or policy compliance.
- Experience developing and implementing strategic projects in customer experience or related fields.
- Experience utilizing Ads Manager (internal Instacart app).
- Strong track record of initiating and driving continuous improvement projects
- Experience within an e-commerce or technology company
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$93,000—$103,000 USDWA$89,000—$99,000 USDOR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI$86,000—$95,000 USDAll other states$77,000—$85,000 USD
