Note: The job is a remote job and is open to candidates in USA. Instacart is transforming the grocery industry, inviting the world to share love through food. As a member of the Critical Response team, you will ensure the platform remains secure and stable by identifying misconduct and taking appropriate actions to maintain user integrity.
Responsibilities
- Review and analyze inbound tickets related to interpersonal misconduct on our platform
- Triage tickets to appropriate teams for further investigation and resolution
- Resolve customer and shopper account issues through timely responses
- Take prompt and effective action on accounts, including issuing bans and sending notices for profanity, sexual misconduct, store bans, and professionalism violations
- Collaborate with cross-functional teams to address user-related issues
- Maintain accurate and detailed records of actions taken
- Execute repetitive operational tasks while maintaining attention to detail and suggesting process improvements
- Provide real-time emergency response coordination when needed
Skills
- Strong communication and writing skills with attention to detail, grammar, brand tone, and voice
- Positive attitude and the ability to adapt to dynamic and changing operational environments
- Ability to effectively manage challenging situations, including inappropriate language, misconduct, or behavioral issues
- Strong resilience, conflict resolution, and interpersonal skills
- Understanding of the gig economy
- Ability to make critical and sensitive decisions quickly in a fast-paced environment
- Operate with a high degree of confidentiality
- Proficient in Excel/Google Sheets
- Availability to work weekends, evenings, or holidays
- Experience in a fast-paced environment or in roles involving Trust & Safety, Risk Management, or Support functions
Company Overview
Instacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.instacart.com.Company H1B Sponsorship
Instacart has a track record of offering H1B sponsorships, with 156 in 2025, 173 in 2024, 111 in 2023, 159 in 2022, 170 in 2021, 59 in 2020. Please note that this does not guarantee sponsorship for this specific role.