Supervisor

Customer Experience Retail

Posted on 3/16/2023

Locations

Remote • United States

Experience Level

Entry

Junior

Mid

Senior

Expert

Requirements

3+ years experience working in scaled customer support and/or complex operations environment
Ability to communicate and interact at all levels of leadership
Strong communication skills, with an ability to translate processes and technical information into clear, useful, simple language
Proficient with contact center tools such as workforce management, CRM (Zendesk Guide), quality assurance, ticketing systems
Deep passion for customer support and operational excellence
Strong analytical and reporting skills
Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
Comfortable working autonomously on complex problems

Responsibilities

Supervise, coach, and motivate a team of 2 to 20 agents
Provide individual coaching feedback sessions
Own overall performance and established metrics of your team
Leverage data/analysis to proactively identify problems and risks
Develop and expand expertise of team members
Serve as a key point of contact to handle sensitive escalations
Make autonomous decisions to support brand reputation
Report trends and topics to Customer Experience Leadership
Think strategically about Customer Experience response processes and improvements
Assist management in development and implementation of leadership directives
Assist in the recruitment and hiring of your team members

Desired Qualifications

BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
2+ years supervisory experience in retail or contact center environment

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

The Instacart Customer Experience Retail team supports our Retailers and internal stakeholders through direct, scalable customer service best practices and technology. We are a service-oriented and analytics-driven team that works diligently to delight our community, improve performance, and scale through better automation, process, and product solutions.

The ideal candidate is someone who is passionate about delivering the best customer experience, has a strong sense of empathy, and can help drive exceptional customer service by helping customers reach out to Instacart Specialized Customer Service for assistance. Our team consists of customer support professionals dedicated to assisting customers across multiple channels (phone, email, chat).

As a supervisor, you will mentor, coach, supervise, and oversee daily performance for a team of frontline Customer Experience Specialists. You will interact with leadership and internal stakeholders to implement and measure process innovation and operational excellence.

ABOUT THE JOB

Supervise, coach, and motivate a team of 2 to 20 agents
Provide individual coaching feedback sessions
Own overall performance and established metrics of your team
Leverage data/analysis to proactively identify problems and risks
Develop and expand expertise of team members
Serve as a key point of contact to handle sensitive escalations
Make autonomous decisions to support brand reputation
Report trends and topics to Customer Experience Leadership
Think strategically about Customer Experience response processes and improvements
Assist management in development and implementation of leadership directives
Assist in the recruitment and hiring of your team members

ABOUT YOU

Preferred Qualifications

BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
2+ years supervisory experience in retail or contact center environment

Minimum Qualifications

3+ years experience working in scaled customer support and/or complex operations environment
Ability to communicate and interact at all levels of leadership
Strong communication skills, with an ability to translate processes and technical information into clear, useful, simple language
Proficient with contact center tools such as workforce management, CRM (Zendesk Guide), quality assurance, ticketing systems
Deep passion for customer support and operational excellence
Strong analytical and reporting skills
Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
Comfortable working autonomously on complex problems

#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

$83,000—$92,000 USD

$79,000—$88,000 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$76,000—$84,000 USD

All other states

$69,000—$77,000 USD

Accommodations & Accessibility

At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.

10,001+ employees

Website

Grocery delivery app

Company Overview

Instacart's mission is to create a world where everyone has access to the food they love and more time to enjoy it together. The company operates a mobile app for the delivery and pick-up of groceries and household items.

Benefits

Go far together
Grow the pie
Roll up your sleeves
Put it all on the table
Serve generously

Company Core Values

Wellness Tailored to You - Medical, dental, vision, retirement, life & disability coverage right alongside physical & mental wellness programs, memberships and stipends to keep you and your family feeling your best.
Family Building Benefits - No matter where you are in your family journey, we support you. Our plans cover modern family planning for all. We offer leave for all parents, flexible working schedules and an active [email protected] community.
Work From Home Stipend - We help outfit your WFH setup and offer reimbursements so you can be your most productive while at home.
Flexible Time Off - We all recharge differently. Take the time you need with our flexible time off policy.
Learning & Development - Whether you’re just starting your career or leading teams, we provide customized L&D programs to help you grow and an annual allowance to pursue your development.
Future Planning - We have you covered as you plan for your future. 401(k) matching in the U.S. and RRSP in Canada, student loan assistance through Peanut Butter, free Rocket Lawyer membership, SoFi & First Republic financial planning and more.
Community Connection - Support the communities you care about with volunteer weeks and get involved with our social impact program, Instacart Serves.
Instacart Express Membership - We help keep your fridge stocked. Unlock grocery discounts with our Instacart Beta app while testing our latest features.