Instacart
1001 - 5000 employees
Founded 2012
🛍️ eCommerce
🚗 Transport
🛒 Retail
💰 $232M Venture Round on 2021-11
eCommerce • Transport • Retail
Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.
Knowledge Strategist – Team Lead
🔥 1 minute ago
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Instacart
1001 - 5000 employees
Founded 2012
🛍️ eCommerce
🚗 Transport
🛒 Retail
💰 $232M Venture Round on 2021-11
eCommerce • Transport • Retail
Instacart is a company that offers a flexible approach to work while transforming the grocery industry. It provides an essential service by delivering groceries and household goods to customers' doors in as little as 30 minutes. Instacart offers safe and flexible earning opportunities to personal shoppers and tackles challenges such as rerouting deliveries during snowstorms and connecting customers with coupons and deals. It aims to be the operating system for the grocery industry, thus helping customers save time for other activities. Instacart emphasizes diversity, equity, and belonging in its work culture.
📋 Description
• Facilitate the end-to-end flow of readiness requests from CX pillars and internal teams. • Act as the primary Knowledge Strategy representative for CX Shopper, Customer, and Retailer pillars. • Maintain a tight working relationship with L&D team members to align knowledge and training content development. • Maintain deep familiarity with CX specialist workflows, app interfaces, and contact journeys. • Act on improvement requests from specialists, QA, and Continuous Improvement Analytics. • Directly manage a small team of Knowledge Strategists/Associates. Provide coaching, mentorship, clear direction, and regular feedback. • Ensure all readiness deliverables are error-free, meet content standards, and are adopted quickly by the frontline team. • Lead the team's use of AI-driven tools to streamline content production, improve turnaround time, and scale readiness output.
🎯 Requirements
• 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization. • Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision. • Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys). • Advanced ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements. • Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences. • Experience leveraging AI/automation tools to streamline workflows and generate high-quality content. • Demonstrated ability to lead, mentor, and develop individual contributors. • Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams in a fast-paced environment.
🏖️ Benefits
• flexible work arrangements • new hire equity grant • annual refresh grants
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