Customer Experience Social Media Specialist
at Instacart
Remote
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 Social Media Specialist, you will serve as the frontline support for Instacart’s end users while acting as a true advocate for the brand. The ideal candidate is passionate about delivering an outstanding customer experience, adept at navigating multiple social media platforms, empathetic, and dedicated to providing exceptional customer support to those seeking assistance via social media.
Instacart’s CX Social Media Team supports our customers, shoppers, retailers, and internal stakeholders by leveraging scalable customer service strategies and cutting-edge technology. We are a customer-focused, data-driven team committed to delighting our community, enhancing performance, and driving scalability through innovative automation, streamlined processes, and impactful product solutions.
About the Job
- Drive brand awareness, positive brand sentiment, and brand loyalty through direct, online engagement
- Monitor and respond to customers, shoppers, and other stakeholders across social media channels in a timely manner
- Serve as the front line to locate opportunities to further educate and empower our community of customers, shoppers, and retailers across various platforms
- Use existing Instacart processes, tools, and resources to uncover, understand, and resolve customer experience issues in the Social Space
- Recognize and escalate high-profile customer, shopper, and retailer issues
- Elevate the brand by using social media support best practices
- Identify opportunities in proactive responses, educations, shortcuts, and processes
- Build relationships with customers, shoppers, retailers, and industry professionals by executing strategic social support initiatives
About You
Minimum Qualifications
- Associate or BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
- 1+ years experience in Social Media customer service or brand messaging
- Basic understanding of social media outlets, (e.g., Facebook, Instagram, X, Apple/Google Play Reviews) & customer review platforms such as BBB.
- Strong communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
- Demonstrated ability to write according to style, grammar, punctuation, voice, and tone standards
- Understanding of customer support social media trends and best practices
- Foundational proficiency in social media best practices and technologies
Preferred Qualifications
Basic understanding of tools such as G-Suite, Excel, and Google Analytics
- Experience with CRM and workforce management tools such as Sprinklr, Salesforce, and Verint.
- Experience with Social campaign strategies
#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.