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Instacart

Allows customers to order groceries from their favorite local stores and have them delivered instantly.

Community Manager
San Francisco, CA, US
Job Description / Skills Required

Since Instacart started in 2012, we’ve expanded to 200+ markets and partnered with 180+ retailers across the U.S. Our mission is to transform everyday life by seeking & solving seemingly impossible problems. 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.



As we continue our fast growth, we are looking to add to our Communications team. We are hiring a Community Manager to better engage and strengthen our communities across our social platforms. In this role, your responsibilities will include closely monitoring comments on Facebook, Instagram and Twitter, proactive communication with customers and shoppers, and the resolution of problems in a timely and creative manner. You will be the voice of Instacart support on social media, demonstrating empathy for unhappy customers and shoppers while also having a strong understanding of our policies. Your ability to resolve issues and communicate effectively will be essential to the company as we continue to grow. Together with marketing, PR and operations, you will support and strengthen the Instacart social community.



Responsibilities

Closely monitor social media for common customer and shopper complaints (missed delivery windows, wrong items, etc) across organic and paid posts
Proactively engage with these unhappy customers across social platforms
Show empathy and understanding while resolving issues quickly and creatively
Deliver a superior level of attention and support to the Instacart community on social media, across Facebook, Instagram and Twitter
Turn negative customer & shopper experiences into helpful and productive conversations
Work with cross-functional partners to execute support needs when necessary

Requirements

1-3 years previous experience
Excellent communication skills
Quick communication response times
Solid stakeholder management skills, both for internal and external stakeholders
Ability to manage across functions and present to leadership
Strong organizational skills with the ability to problem-solve and handle multiple issues at once
Empathy to demonstrate a sense of understanding and desire to help
Ability to develop a strategic plan, set and track metrics to measure success

Benefits

Talented and collaborative coworkers who will both push and support you
Market competitive salary, 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
Free lunch and dinner in the office; fully stocked kitchen and snack pantry
Complimentary Instacart Express membership (free Instacart delivery!)