[Remote] Trust & Safety Specialist, Critical Response

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

Company H1B Sponsorship