Trust and Safety Team Lead, Claims and Settlements
We're transforming the grocery industry
Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.
Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.
Solving these problems is what helps our customers get back time in their day, so they can do more of what they love.
Introducing Our Hybrid Working Model
As the future of work evolves, so do we. We have a hybrid model where our roles are open to in-office, flex, or remote work. Learn more about our flexible approach to where we work.
Instacart's Trust and Safety team takes data-driven, customer-first approaches to identifying patterns of fraudulent or other risk related activity and taking appropriate action. In this role you will be responsible for executing on processes critical to ensuring the Instacart platform remains secure, safe, and stable for all users.
The role will include a blend of areas from real-time emergency response, tactical evidence gathering, and thorough investigations pertaining to misconduct and compliance on the Instacart platform. This is a full time role.
ABOUT THE JOB
- Oversee a team of 6-8 people and have total ownership of tactical response, investigations and resolutions.
- Resolve customer and shopper account issues through timely and effective responses
- Investigate incidents involving Trust & Safety concerns including issues related to criminal activity, physical misconduct, and compliance.
- Complete live/ historical data reviews with detail-oriented approach
- Ensure accurate and granular reporting on team performance and driven solutions for improvement areas.
- Design and launch new processes and policies in support of product updates and company initiatives
ABOUT YOU
- 4+ years experience in Investigations, Customer Support, or Hospitality related fields OR strong academic record
- Dedication to providing white-gloved customer service
- Strong communication and writing skills with strong attention to detail, grammar, brand tone, and voice
- High degree of ownership and accountability
- Positive attitude and fortitude to work through ever-changing and dynamic operational conditions
- Familiarity with emergency response, law enforcement, or OSINT intelligence gathering practices
- Ability to resolve critical and sensitive issues quickly in a fast paced environment
- Operate within a high degree of confidentiality
- Strong proficiency in Excel/Google Sheets
- Experience in creating, improving, and designing processes
- Strong understanding of SQL is a plus
- Weekends, evenings or holiday availability
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