Trust & Safety Specialist, Critical Response

📋 Description

• Review and analyze inbound tickets related to interpersonal misconduct on the platform.
• Triage tickets to appropriate teams for investigation and resolution.
• Resolve customer and shopper account issues through timely responses.
• Take prompt action on accounts, including bans for profanity, misconduct, or violations.
• Collaborate with cross-functional teams to address user-related issues.
• Maintain accurate and detailed records of actions taken.

🎯 Requirements

• Strong communication and writing skills with attention to detail and tone.
• Ability to manage challenging situations including misconduct.
• Strong resilience, conflict resolution, and interpersonal skills; gig economy understanding.
• Ability to make critical, sensitive decisions quickly in a fast-paced environment.
• Proficient in Excel/Google Sheets; maintain confidentiality.
• Availability to work weekends, evenings, or holidays.

🎁 Benefits

• Flex First remote work policy; options to work from home or office.
• Highly market-competitive compensation and location-based benefits.
• Comprehensive benefits package; details on Instacart Careers site.
• Opportunities for growth and learning.
• Inclusive, supportive team and regular in-person events.
• Remote-friendly tools and collaboration processes.