Supervisor, Customer Experience Retail

OVERVIEW

The Instacart Customer Experience Retail team supports our Retailers and internal stakeholders through direct, scalable customer service best practices and technology. We are a service-oriented and analytics-driven team that works diligently to delight our community, improve performance, and scale through better automation, process, and product solutions.

The ideal candidate is someone who is passionate about delivering the best customer experience, has a strong sense of empathy, and can help drive exceptional customer service by helping customers reach out to Instacart Specialized Customer Service for assistance. Our team consists of customer support professionals dedicated to assisting customers across multiple channels (phone, email, chat). 

As a supervisor, you will mentor, coach, supervise, and oversee daily performance for a team of frontline Customer Experience Specialists. You will interact with leadership and internal stakeholders to implement and measure process innovation and operational excellence. 

ABOUT THE JOB 

• Supervise, coach, and motivate a team of 2 to 20 agents
• Provide individual coaching feedback sessions
• Own overall performance and established metrics of your team
• Leverage data/analysis to proactively identify problems and risks
• Develop and expand expertise of team members
• Serve as a key point of contact to handle sensitive escalations
• Make autonomous decisions to support brand reputation
• Report trends and topics to Customer Experience Leadership
• Think strategically about Customer Experience response processes and improvements
• Assist management in development and implementation of leadership directives  
• Assist in the recruitment and hiring of your team members

ABOUT YOU 

Preferred Qualifications

• BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
• 2+ years supervisory experience in retail or contact center environment

Minimum Qualifications

• 3+ years experience working in scaled customer support and/or complex operations environment
• Ability to communicate and interact at all levels of leadership
• Strong communication skills, with an ability to translate processes and technical information into clear, useful, simple language
• Proficient with contact center tools such as workforce management, CRM (Zendesk Guide), quality assurance, ticketing systems
• Deep passion for customer support and operational excellence
• Strong analytical and reporting skills
• Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
• Comfortable working autonomously on complex problems

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