Community Support Process and QA Lead

Instacart, San Francisco, CA

Groceries and home essentials delivered from local stores in 1 hour

Instacart is building the best way for people anywhere in the world to shop for groceries. Since Instacart started in 2012, we’ve launched same-day delivery in 200 US markets. We are laser focused on delivering groceries from your favorite stores right to your door. We now cover over 60% of US households and aim to have 80% coverage by the end 2018—that's 90 million households! From a technology point of view, the platform is complex, rapidly scaling and processing millions of transactions in real-time all of the time. Our technology coupled with operational expertise enables Instacart to deliver fresh groceries in as little as an hour. This is a difficult problem to master and we are making it happen. Every day, we solve incredibly hard problems to create an experience for our customers that is absolutely magical.

Our Community Operations team provides high quality phone and email support to both our customer and shopper communities. We are looking for a strategic thinker who is passionate about providing world-class service to customers and shoppers. The Community Support QA Lead will develop, implement, and manage a robust QA program to track quality and drive improvements to support. You will work directly with leadership to understand the key issues and opportunities for quality improvement through data analysis, reporting, and testing.

What You'll Be Doing

  • Design and deploy scalable customer support processes to drive consistency and quality across all support interactions
  • Identify process automation/improvement opportunities and work with cross-functional teams to implement initiatives
  • Develop, implement, and drive a customer support QA program to effectively monitor and measure performance
  • Ensure QA scorecard and audit coverage provides comprehensive overview of support quality
  • Oversee the QA program at our outsourced vendor operations through management of staffing, QA coverage and analyst performance
  • Determine business needs and scalable solutions to solve quality issues through observations and analysis
  • Lead projects, and establish objectives and outcomes to achieve superior quality KPIs
  • Develop presentations, regular communication cadence for QA performance and project updates with operations leaders and stakeholders

What You Should Already Have

  • 3-4 years of contact center experience managing quality programs
  • Proven track record of driving CSAT and quality improvements with vendor partners
  • Passionate about optimizing processes with an eye for efficiency (six sigma a plus)
  • Ability to influence leadership internally and externally with vendor partners
  • Experience in working with vendor teams, executives, and third parties
  • Excellent verbal and written communication skills, including high-level presentation skills
  • Data driven approach to problem solving, SQL and Excel skills preferred
  • Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
  • Bachelor’s degree or equivalent



  • Talented and collaborative coworkers who will both push and support you
  • Market competitive salary, equity
  • Medical, dental, vision benefits and 401(k) retirement plan
  • Take what you need vacation (and we really mean it)
  • 16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
  • Free lunch and dinner in the office; fully stocked kitchen and snack pantry
  • Complimentary Instacart Express membership (free Instacart delivery!)


About Instacart

You can choose from a variety of local stores including Whole Foods, Safeway, Costco, Mariano's and many more, as well as being able to mix items from multiple stores into one order. Every day, we solve incredibly hard problems to create an experience for our customers that is nothing short of magical. 

Want to learn more about Instacart? Visit Instacart's website.