The Customer Experience team is Instacart's voice, supporting real-time calls and chats from customers, shoppers, and retail partners. The Operations team supports Instacart’s mission by driving strategy, planning, and execution across all sides of our marketplace. Together, we’re shaping the future of online grocery. By blending service excellence with data-driven insights, we deliver seamless support, solve systemic issues, and create moments of delight—ensuring every interaction strengthens our community and deepens customer loyalty.
Team highlights
Customer Experience
The Customer Experience (CX) team ensures top-tier support across Instacart’s four-sided marketplace of retailers, shoppers, customers, and advertisers. This team is at the forefront of delivering AI-enabled support and leveraging advanced technology, including an in-house chatbot and agent systems, to solve critical problems. The team delivers excellence, all while collaborating cross-functionally to adapt to our dynamic business needs.
Operations
Operations is at the forefront of accelerating the future of grocery and delivering long-term impact for our business. This team empowers shoppers, enables retailer ops, and drives innovation to exceed customer expectations for online grocery, retail, and other areas of our business. By optimizing core marketplace processes, we ensure seamless execution across Instacart's ecosystem.
