Customer Experience Systems Senior Associate
- Remote
- All customer & support jobs
- United States
About the role
We're transforming the grocery industry
At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
Instacart is a Flex First team
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
Customer Experience Systems Senior Associate
Job #CESA39
Overview
Maplebear Inc. D/B/A Instacart in San Francisco, CA seeks Customer Experience Systems Senior Associate (Multiple Openings). Employee may be stationed anywhere in the continental U.S., but will report to headquarters in San Francisco, CA.
About the Job
Responsible for analyzing and developing systems and workflows to ensure that the company customer relationship tools are functional, accessible, and meet the needs of internal teams. Duties include:
- Analyzing CRM data to discover trends and insights that inform business decisions
- Guiding data migration and integration with other systems to maintain seamless workflows
- Managing business requirements and process optimization for CRM workflows
- Defining and implementing maintenance procedures to ensure efficiency and consistency in database design
- Developing information protocols to enhance data security and prompt system upgrades
- Maintaining the backlog for Salesforce Service Cloud changes tied to agent and system efficiency
- Collaborating across CX teams to coordinate and validate proposed tooling improvements
- Tracking and analyzing business values and risk for CRM initiatives
- Designing and delivering regular reports to stakeholders to continuously monitor CRM data quality
- Other duties as assigned
About You
Minimum Qualifications
- Master’s degree in Data Science, Information Systems, or related field (or foreign equivalent)
- 2 years of experience in the job offered or related
- 2 years of experience working with Salesforce Service Cloud, HubSpot, or other CRM platforms
- 2 years of experience developing process optimization methods for CRM workflows
- 2 years of experience in CRM data quality monitoring, analysis, and management
- 2 years of experience coordinating tooling improvements across teams
- 2 years of experience designing CRM-related reports and dashboards
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For US based candidates, the base pay ranges for a successful candidate are listed below.
