Remote Manager

Summary

Join our team and shape the consumer experience as a Manager of the Vanguard Team at Instacart. We're transforming the grocery industry by delivering an essential service that customers rely on, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers. As a Flex First team, we prioritize flexibility and community through regular in-person events.

Requirements

• 6+ years of experience, including 3+ years of leading teams at a 2nd line level
• Proven leadership in a high-volume, fast-paced customer support environment
• Strong communication skills for interacting with all levels of leadership
• Excellent organizational and analytical problem-solving skills
• Strong critical thinking regarding both technical and non-technical issues
• Demonstrated ability to drive and improve call center performance
• Experience with continuous improvement initiatives
• Proficiency with data analytics tools, including Excel and GSheets
• Positive attitude with resilience in dynamic operational conditions

Responsibilities

• Lead and motivate Customer Experience Specialists in a dynamic, fast-paced environment to achieve operational KPIs
• Define strategic initiatives to deliver exceptional service and develop processes and policies that elevate performance standards
• Manage and resolve escalated issues through collaboration with cross-functional teams, providing clear updates to leadership
• Coach the team to deliver empathic and exceptional support to consumers
• Integrate efforts across shifts to enhance performance and disseminate best practices
• Develop and assess new processes and improvements to deliver optimal consumer outcomes
• Identify root causes and propose solutions to enhance team accuracy, productivity, and quality
• Act as a subject matter expert and key contact for internal stakeholders to bridge the gap between the frontline and leadership
• Cultivate a culture that prioritizes the customer, including hands-on frontline support when necessary

Preferred Qualifications

• Bachelor’s degree
• Experience managing support teams across multiple channels and developing strategies
• Proficiency in Call Center Management Tools, including Workforce Management, Quality Assurance, and Ticketing Systems
• Experience with advanced analytics tools, including proficiency with SQL

Benefits

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