Trust & Safety Specialist, Critical Escalations (Contract)
- San Francisco, CA
Instacart's Trust & Safety team takes data-driven, customer-first approaches to identifying patterns of fraudulent or other risk related activity and taking appropriate action. In this role you will be responsible for executing on processes critical to ensuring the Instacart platform remains secure, safe, and stable for all users.
The role will include a blend of areas from reviewing transactions in real time to prevent fraud, identifying fraudulent activities/ patterns, and handling internal escalations to provide services through the Instacart platform and much more.
This is a 6 month contract position.
ABOUT THE JOB
- Resolve customer & shopper account issues through timely email responses
- Conduct investigations to detect misconduct and fraudulent behavior
- Complete live/ historical data reviews with detail-oriented approach
- Execute on repetitive operational tasks while maintaining attention to detail and having an eye for process improvements
- 1+ years experience in Investigations, Customer Support, or Hospitality related fields OR strong academic record
- Strong communication and writing skills with strong attention to detail, grammar, brand tone, and voice
- Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
- Understanding of the gig economy
- Ability to make critical and sensitive issues quickly in a fast paced environment
- Operate within a high degree of confidentiality
- Proficient in Excel/ Google Sheets
- Basic understanding of SQL is a plus
- Weekends, evenings or holiday availability
Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Instacart's same-day delivery and pickup services bring fresh groceries and everyday essentials to busy people and families across the U.S. and Canada in as fast as an hour. Since its founding in 2012, Instacart has become an essential service for millions of families, while also serving as an immediate, flexible earnings opportunity for hundreds of thousands of shoppers across North America. The company partners with more than 400 retailers and delivers from more than 25,000 stores across more than 5,500 cities in North America. Today, Instacart is accessible to more than 85% of households in the U.S. and more than 70% of households in Canada.
We believe that great people are the ingredients for success. We like to think that we are like a potluck-everyone brings something new, different and flavorful to the table. We believe that just as meals are best shared together, success is best shared together. Our mix of thoughtful, inventive and neighborly employees work together to deliver our common goal: to create a world where everyone has access to the food they love and more time to enjoy it together. If this resonates with you, then Instacart just might be the place for you.
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