# Bilingual Customer Experience Specialist

**Company:** [Instacart](https://hotfix.jobs/companies/instacart)
**Location:** Remote
**Role:** Customer Support
**Salary:** $17 – $21/hr
**Experience:** 1+ years
**Skills:** Crm Tools, Google Workspace, Salesforce, Genesys, Ujet, Zendesk, Customer Support, Case Documentation, Contact Center Operations
**Posted:** 2026-08-25

> Provides bilingual Spanish customer support across phone, chat, and email, investigating order and account issues, documenting cases, and escalating complex problems. Requires at least one year of customer-facing experience, strong communication and problem-solving skills, and schedule flexibility.

## Job Description

## Responsibilities
- Handle live customer contacts by phone, chat, and/or email for up to 100% of scheduled time.
- Navigate complex workflows using established tools, policies, and knowledge-base content to resolve order and account issues.
- Investigate account history, order details, and prior interactions to reach accurate and fair outcomes.
- Resolve edge cases, seek guidance when needed, and escalate issues outside standard procedures.
- Create transfer tickets and document cases with clear notes for downstream teams.
- Identify patterns, pain points, and process gaps; recommend improvements to supervisors and leadership.
- Share best practices and insights with peers and contribute to an inclusive team environment.
- Surface tooling bugs, policy ambiguities, contact spikes, and other operational challenges to leadership.

## Requirements
- High school diploma or equivalent; some college or specialized training is a plus.
- At least 1 year of experience in a customer-facing role.
- Fluency in spoken and written Spanish.
- Comfort handling live contacts in a fast-paced, metrics-driven environment.
- Excellent written and verbal communication, documentation, attention to detail, and workflow adherence.
- Strong problem-solving skills and sound judgment within policy.
- Emotional intelligence and resilience when handling frustrated customers.
- Basic proficiency with multiple systems, CRM tools, browser-based applications, and Google Workspace.
- Schedule flexibility for evenings, weekends, and holidays.
- Comfort using AI-assisted tools and adopting new support technologies.

## Nice to Have
- Contact center or multichannel support experience.
- Experience with complex, policy-heavy workflows in financial services, logistics, e-commerce, or marketplaces.
- Familiarity with Salesforce, Genesys, Ujet, or Zendesk.
- Experience surfacing trends and proposing process improvements.
- Peer support or informal mentorship experience.

## Compensation and Benefits
- 40 hours per week.
- Regular schedule: Wednesday through Sunday, 10:00 AM–7:00 PM ET.
- Base pay varies by permanent work location. For US-based candidates: CA, NY, CT, NJ: $20.67–$21.88 USD/hour; WA: $19.71–$20.92 USD/hour; OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $19.23–$20.19 USD/hour; all other states: $17.31–$18.27 USD/hour.
- Market-competitive compensation and benefits.

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**Canonical:** https://hotfix.jobs/jobs/1de89a8a-1737-4bac-8f3c-d56472138b64