Allows customers to order groceries from their favorite local stores and have them delivered instantly.
Every few years, a company appears that transforms an industry. Instacart has the chance to be one of those companies, and you could be one of the early people that shape Instacart and help us change the way people shop. In a few short years we've launched same-day delivery in more than 150 major US markets and have sold and delivered more than $1B in grocery products.
Instacart is a technology company that offers a platform connecting grocery shoppers with customers -- the only one affording delivery in as little as one hour. By combining a personal touch with cutting-edge technology, Instacart offers customers a simple solution to save time and buy directly from the retailers they trust. We give customers back their time so they can do more of what they love.
Our Community Operations team provides high quality phone and email support to both our customer and shopper communities. Were looking for a Community Support Content Manager who is passionate about providing high quality support to our community. This role will develop and oversee our content strategy for both external and internal facing content related to support.
Every day we solve incredibly hard problems to create an experience for our customers that is absolutely magical. Join us!
What You'll Be Doing
Drive the content strategy across shopper, customer and agent facing help content to ensure all stakeholders have access to clear, helpful information
Expert command of writing concise, user-focused copy that proactively answers questions and drives in-product trust and engagement
Lead the overhaul and transition of our agent knowledge base to a new platform
Maintain style and tone resources that guide the voice and structure of our content
Manage and prioritize inbound requests from cross functional stakeholders leading initiatives that impact our support experience
Become main point-of-contact and authority around content management for all internal / external facing materials
Use metrics and focus groups to gather insights and inform decisions around how to improve existing content
Manage team of 2 specialists to assist in achieving the content vision
5+ years of experience in content management, preferably in a customer service capacity
Impeccable written and verbal communication skills, meticulous attention to detail. Able to package and present complex analysis and recommendations clearly.
Experience defining, tracking, and reporting metrics on the effectiveness of content
Basic understanding of Google Analytics
Understanding of and appreciation for best-in-class customer experience
Strong leadership skills and ability to take initiative
Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
Bachelor’s degree or equivalent
What We'll Set You Up With
Talented and collaborative coworkers who will both push and support you
Market competitive salary and equity
Medical, dental, vision benefits and 401(k) retirement plan
Take what you need vacation (and we really mean it)
16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
Complimentary Instacart Express membership — so you can use our product without paying a delivery fee
COVER LETTER REQUIRED We'd like to hear why you're interested in this role and what makes you a good fit for Instacart. Please also briefly describe (in no more than 100 words) a company help site that you admire and why.