Instacart is hiring a
Knowledge Management Strategist

Summary

Join Instacart's dynamic Customer Experience team as a Knowledge Management Strategist, where you will play a crucial role in enhancing and refining internal processes for our support specialists.

Requirements

• 3+ years of professional experience in a tech organization or start-up environment
• 2+ years of contact center experience
• Proven ability to understand and use knowledge bases and knowledge management systems
• Experience in updating and maintaining documentation such as process maps and articles
• Strong written and verbal communication skills within team environments
• Demonstrated ability to deliver work on time and with high quality under direct management
• Capacity to adhere to existing guidelines and processes while performing routine tasks
• Basic proficiency in tools for creating and updating support and self-service content

Responsibilities

• Map and optimize knowledge processes
• Eliminate inefficiencies by proactively identifying gaps or redundancies in our knowledge processes
• Enhance operational efficiency
• Handle complex requests, partnering with process strategists to evaluate and enhance intricate processes
• Drive continuous improvement by monitoring key performance indicators (KPIs), assessing the effectiveness of our knowledge management practices, and suggesting or implementing improvements that align with business goals

Preferred Qualifications

• Experience with tools like Lucidchart for creating and updating process visualizations
• Basic knowledge of SQL is required for this position to effectively query databases
• Proven track record of making effective recommendations for process improvements
• Ability to create and manage external communications and reports
• Experience in auditing knowledge management systems to streamline processes and reduce redundancies
• Aptitude for learning new software and systems quickly and thoroughly

Benefits

• Market-competitive compensation
• Benefits in each location where our employees work
• Remote work policy
• New hire equity grant
• Annual refresh grants