Senior Associate, Trust & Safety

OVERVIEW

Instacart's Trust and 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 real-time emergency response, tactical evidence gathering, and thorough investigations pertaining to misconduct and compliance on the Instacart platform. This is a full-time role, you are expected to work 40 hours/week and may include off-hours. You may be scheduled to work 1 or 2 weekend days, your manager will assign your schedule based on your availability.

ABOUT THE JOB

• Resolve customer & shopper account issues through timely email responses
• Investigate incidents involving Trust & Safety concerns including issues related to complex damages, trauma/harm, or brand risk
• 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

ABOUT YOU

• 2-4+ years experience in Investigations, Customer Support, or Hospitality related fields OR strong academic record
• Dedication to providing white-gloved customer service
• 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
• Familiarity with emergency response, law enforcement, or OSINT intelligence gathering practices
• 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
• Experience in creating, improving, and designing processes
• Strong understanding of SQL is a plus
• Weekends, evenings or holiday availability

#LI_Remote