Trust & Safety Specialist, Critical Response

Instacart

16h • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed