Trust & Safety Specialist, Critical Response

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.

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.

Join Instacart's Critical Response team, where a data-driven, user-first approach is used to identify patterns of misconduct or risk-related activities and take appropriate action. As a Temporary Critical Response Team Member, you will play a crucial role in ensuring the Instacart platform remains secure, safe, and stable for all users. This is a full-time hourly (non-salary) position. 

The Trust and Safety organization at Instacart enforces policies and protocols that ensure compliance with local, state, and federal regulations, safeguarding the platform for customers, shoppers, and the company. The Critical Response Team handles complex user-centric issues, ensuring swift action is taken to maintain the integrity of the platform.

• Work Schedule - Thursday to Sunday, 12:00 PM - 11:00 PM PT (40 hours per week) 
• 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.

Minimum Qualifications

• 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.

Preferred Qualifications

• Experience in a fast-paced environment or in roles involving Trust & Safety, Risk Management, or Support functions.

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