[Remote] Trust & Safety Specialist, Critical Response

Note: The job is a remote job and is open to candidates in USA. Instacart is transforming the grocery industry, inviting the world to share love through food. As a member of the Critical Response team, you will ensure the platform remains secure and stable by identifying misconduct and taking appropriate actions to maintain user integrity.ResponsibilitiesReview and analyze inbound tickets related to interpersonal misconduct on our platformTriage tickets to appropriate teams for further investigation and resolutionResolve customer and shopper account issues through timely responsesTake prompt and effective action on accounts, including issuing bans and sending notices for profanity, sexual misconduct, store bans, and professionalism violationsCollaborate with cross-functional teams to address user-related issuesMaintain accurate and detailed records of actions takenExecute repetitive operational tasks while maintaining attention to detail and suggesting process improvementsProvide real-time emergency response coordination when neededSkillsStrong communication and writing skills with attention to detail, grammar, brand tone, and voicePositive attitude and the ability to adapt to dynamic and changing operational environmentsAbility to effectively manage challenging situations, including inappropriate language, misconduct, or behavioral issuesStrong resilience, conflict resolution, and interpersonal skillsUnderstanding of the gig economyAbility to make critical and sensitive decisions quickly in a fast-paced environmentOperate with a high degree of confidentialityProficient in Excel/Google SheetsAvailability to work weekends, evenings, or holidaysExperience in a fast-paced environment or in roles involving Trust & Safety, Risk Management, or Support functionsCompany OverviewInstacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.instacart.com.Company H1B SponsorshipInstacart has a track record of offering H1B sponsorships, with 156 in 2025, 173 in 2024, 111 in 2023, 159 in 2022, 170 in 2021, 59 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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