Trust and Safety Associate - Fraud

We're transforming the grocery industry

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.

Instacart is a Flex First team

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.

About the Role - We're looking for an organized, analytical individual to join Instacart's Fraud team. Our team takes a data-driven, customer-first approach to identify fraud patterns and implement effective countermeasures at scale. The ideal candidate excels at uncovering unusual patterns and investigating their origins. You'll need to make critical decisions quickly while maintaining attention to detail and communicating effectively with stakeholders (BD, Product, Engineering, Finance, Field Ops). This dynamic environment requires a continuous improvement mindset.

About the Team - The Fraud & Identity Ops team at Instacart is a group of experienced, results-driven professionals dedicated to driving profitable growth, generating cost savings, and advancing the company's strategic objectives. By fostering strong cross-functional partnerships with Product, Engineering, Legal, and CX teams, we manage the end-to-end strategy and operations for Fraud, Abuse, Identity, and Reconciliation. We prioritize strategic thinking, creativity, and data-driven decision-making to build alignment and deliver impactful results.

About the Job

• Use business acumen and various tools to identify fraud patterns and investigate suspicious activity, working tactically to mitigate issues while thinking strategically about prevention.Review existing fraud queues within SLA requirements while ensuring positive experiences for shoppers, customers, and retailers.
• Review existing fraud queues within SLA requirements while ensuring positive experiences for shoppers, customers, and retailers.
• Perform root cause analyses to determine how fraudulent activity occurs and its business impact.
• Serve as subject matter expert for fraud escalations from local/central teams regarding market/retailer concerns and key team metrics, providing insight and identifying improvement opportunities.
• Provide feedback to cross-functional partners on internal/external tools and products.Collaborate with stakeholders to implement scalable, compliant fraud countermeasures while minimizing false positives.
• Lead ad-hoc risk investigation/mitigation projects while balancing shopper, customer, and retailer experience.
• Communicate fraud trends succinctly across business areas and collaborate in developing fraud prevention processes, methods, tools, and product features.
• Support day-to-day risk management processes and maintain detailed documentation of procedures.
• Research and analyze data to identify fraudulent activity, with focus on detail and confidentiality.
• Partner with management, legal, and other teams to ensure compliance while developing sustainable solutions.
• Regularly engage with customers, shoppers, and partners to provide relevant support.
• Develop deep expertise in fraud and platform vulnerabilities.
• The ideal candidate understands fraud patterns, system inefficiencies, possesses excellent time-management and communication skills, and has a passion for continuous improvement.

About You

Minimum Qualifications

• Minimum 1-2 years experience in a Fraud, Abuse, Identity - and/or reconciliation-related field
• Anchors on data --- proficient pulling/synthesizing data and identifying trends, causation, correlation, etc (Basic Excel + SQL experience preferred).
• Ability to effectively prioritize incoming escalations and requests
• Possess good problem-solving skills and be able to investigate issues and obtain the data required to make quick and effective decisions independently
• Understanding and empathetic to the challenges of setting up a new function/business.
• Strong communication and writing skills with attention to detail, grammar, and tone
• Positive attitude and fortitude to work through ever-changing and dynamic operational conditions