Trust & Safety Specialist, Critical Response at Instacart in Remote

Summary: Instacart is transforming the grocery industry by providing essential services for customers and shoppers. The Trust & Safety Specialist will play a crucial role in ensuring the platform remains secure by analyzing misconduct reports and collaborating with teams to maintain user safety and platform integrity. Responsibilities: - Review and analyze inbound tickets related to interpersonal misconduct on our platform - Triage tickets to appropriate teams for further investigation and resolution - Resolve customer and shopper account issues through timely responses - Take prompt and effective action on accounts, including issuing bans and sending notices for profanity, sexual misconduct, store bans, and professionalism violations - Collaborate with cross-functional teams to address user-related issues - Maintain accurate and detailed records of actions taken - Execute repetitive operational tasks while maintaining attention to detail and suggesting process improvements - Provide real-time emergency response coordination when needed Required Qualifications: - Strong communication and writing skills with attention to detail, grammar, brand tone, and voice - Positive attitude and the ability to adapt to dynamic and changing operational environments - Ability to effectively manage challenging situations, including inappropriate language, misconduct, or behavioral issues - Strong resilience, conflict resolution, and interpersonal skills - Understanding of the gig economy - Ability to make critical and sensitive decisions quickly in a fast-paced environment - Operate with a high degree of confidentiality - Proficient in Excel/Google Sheets - Availability to work weekends, evenings, or holidays Preferred Qualifications: - Experience in a fast-paced environment or in roles involving Trust & Safety, Risk Management, or Support functions Required Skills: Trust & Safety experience, Risk Management Important Skills: Excel/Google Sheets