Knowledge Strategist

Overview

Join Instacart’s dynamic Customer Experience team as a Knowledge Strategist, where you will play a crucial role in enhancing and refining internal processes and content for our support specialists. Your efforts will focus on managing and optimizing the flow of procedural knowledge and the collateral used to solve contacts, ensuring both operational efficiency and exemplary customer service. Your contributions will directly impact the operational excellence of our frontline support teams and elevate the quality of service provided to our external customers, shoppers, retailers, and advertisers.

The Instacart Customer Experience Process Improvement & Content Operations (PICO) team harnesses our collective expertise to create world-class customer support experiences that foster loyalty, solve problems efficiently, and support the continuous evolution of our business. PICO encompasses knowledge strategy, content operations, project management, and continuous improvement analytics. Each subteam has a unique and critical role to play in supporting our end users and specialists, and cross-functional collaboration is critical to our success.

The Knowledge Strategy team is vital for maintaining the integrity and accessibility of company information for our Customer Experience support team. We play a direct role in Instacart’s success by managing and optimizing how knowledge is shared and utilized across the company, fostering a culture of transparency and informed decision-making. We support product launches, continuous improvement efforts, and regulatory requirements by ensuring we have the right strategy, plans, and metrics in place to provide a high-quality experience for our customers, shoppers, retailers, and CX specialists.

About the Job

• Map and improve processes: Document process maps and create Knowledge Base and public-facing Help Center articles, adhering to team standards. Identify and address any gaps, redundancies, or inefficiencies, to improve agent adherence and reduce handle time.
• Produce clear and readable content: Translate processes into digestible and error-free articles, emails, and templates.
• Leverage data: Use data to inform decisions around process and content efficacy.
• Collaborate cross-functionally: Partner with CX team members, product managers, engineers, legal, and specialists to ensure all work products are actionable, scalable, efficient, and impactful. Advocate for the voice of the end user and CX to inform product decisions.
• Utilize knowledge systems: Work hands-on with systems like Salesforce and Genesys to maintain efficient workflows and proactively address operational constraints.
• Drive automation and AI adoption: Leverage AI-driven tools to streamline manual processes and optimize workflows where appropriate.
• Monitor and report progress: Define and track key performance indicators (KPIs) for your projects, regularly reporting updates and surfacing opportunities for further improvement.

About You

Minimum Qualifications

• Experience & Context: 3+ years of experience in content and/or workflow creation within a high-volume customer support organization
• Process & Optimization: Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision.
• Systems & Tools: Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys).
• Data-Driven Focus: Ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements.
• Communication & Advocacy: Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear, accessible documentation for diverse audiences and advocate effectively for the end-user experience across cross-functional teams (Product, Engineering, Legal).
• Automation & AI: Experience leveraging AI/automation tools to streamline workflows and generate high-quality content.

Preferred Qualifications

• 2+ years experience in a tech or startup environment.
• Familiarity with Shopper, Customer, and Retailer contact journeys, with demonstrated ability to create processes that align with these experiences.
• Advanced proficiency in using AI tools to automate processes and generate/review content.
• Experience supporting large-scale transformational knowledge projects
• Basic proficiency in SQL to query databases and modify dashboards
• Understanding of change management best practices, to identify optimal approaches to communicate and scale changes to a large user base.

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