[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