Instacart · 4 hours ago
Knowledge Management Strategist
United States
Full-time
Remote
Mid Level
$94K/yr - $100K/yr
3+ years expInstacart is transforming the grocery industry by enhancing access to food and providing flexible earnings opportunities. As a Knowledge Management Strategist, you will improve internal processes and content for support specialists, ensuring operational efficiency and exemplary customer service.
Delivery ServiceE-CommerceGroceryShopping
Responsibilities
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
Qualification
Required
3+ years of experience in content and/or workflow creation within a high-volume customer support organization
Proven ability to identify, articulate, and resolve end-to-end operational inefficiencies, driving practical and scalable optimization with limited supervision
Robust, hands-on understanding of contact center and CRM systems (e.g., Salesforce, Genesys)
Ability to interpret and leverage CX metrics (e.g., AHT, FCR) and content metrics (readability, deflection rates) to identify and implement improvements
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)
Experience leveraging AI/automation tools to streamline workflows and generate high-quality content
Preferred
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
Benefits
New hire equity grant
Annual refresh grants
Company
Instacart
Instacart is an online grocery platform that offers same-day delivery and pickup services for retailers and consumers.
1001-5000 employees
H1B Sponsorship
Instacart has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (156)
2024 (173)
2023 (111)
2022 (159)
2021 (170)
2020 (59)
Funding
Current Stage
Public CompanyTotal Funding
$2.92BKey Investors
T. Rowe PriceTiger Global ManagementD1 Capital Partners
2023-09-19IPO
2021-11-01Private Equity· $232M
2021-09-05Secondary Market
Leadership Team
Chris Rogers
Chief Executive Officer
Brandon Leonardo
Co-Founder
Recent News
The Journal Record
2026-01-18
2026-01-16
Company data provided by crunchbase