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Knowledge Strategist Team Lead

3 weeks, 5 days ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
Salesforce SQL
Apply Now
instacart.careers

instacart.careers

Instacart is a leading grocery technology company in North America that works with grocers and retailers to transform how people shop. They partner with over 1,000 national, regional, and local retail banners to facilitate online shopping, delivery, an...

Internet Software & Services
1K-5K
View All Jobs 122

Description

  • Own the end-to-end readiness request flow from intake and triage through prioritization, production, and publication.
  • Serve as the primary knowledge strategy point of contact for CX Shopper, Customer, and Retailer pillars.
  • Build and maintain strong cross-functional relationships and manage stakeholder expectations across partner teams.
  • Partner with Learning & Development to co-develop aligned knowledge and training content and avoid duplicate work.
  • Maintain deep understanding of CX specialist workflows, app interfaces, and contact journeys to ensure content is accurate and usable.
  • Execute improvement requests from specialists, QA, and Continuous Improvement Analytics to reduce avoidable contacts.
  • Directly manage, coach, mentor, and develop a small team of Knowledge Strategists/Associates.
  • Maintain quality standards, drive content adoption, and ensure deliverables are error-free and aligned to governance requirements.
  • Lead the use of automation and AI-driven tools to improve throughput, turnaround time, and scale readiness output.
  • Support executive-level communication and advocacy for end-user needs across cross-functional teams.

Requirements

  • 4+ years of experience in process improvement and/or knowledge management within a high-volume customer support organization.
  • Proven ability to identify and resolve end-to-end operational inefficiencies with limited supervision.
  • Hands-on experience with contact center and CRM systems such as Salesforce and Genesys.
  • Advanced ability to interpret CX metrics such as AHT and FCR, as well as content metrics like readability and deflection rates.
  • Exceptional written and verbal communication skills, including the ability to translate complex technical processes into clear documentation.
  • Ability to present complex scenarios to executive-level audiences and advocate across Product, Engineering, and Legal teams.
  • Experience leveraging AI and automation tools to streamline workflows and generate high-quality content.
  • Demonstrated people leadership experience, including leading, mentoring, and developing individual contributors.
  • Proven track record managing high-volume, time-sensitive intake processes across multiple stakeholder teams.
  • Preferred: 4+ years of experience in a tech or startup environment.
  • Preferred: Advanced proficiency in AI tools to automate processes and generate or review content.
  • Preferred: Experience leading transformational knowledge projects.
  • Preferred: Intermediate SQL skills to query databases and modify dashboards.
  • Preferred: Advanced understanding of change management best practices.
  • Preferred: Deep familiarity with Shopper, Customer, and Retailer contact journeys.
  • Preferred: Experience partnering with L&D or co-developing training and knowledge content for frontline support.
  • Preferred: Familiarity with readiness automation workflows such as Gumloop or similar tools and structured content publishing pipelines.

Benefits

  • Remote Flex First work model with flexibility to work from home, an office, or another location.
  • Highly market-competitive compensation.
  • Base salary range of $95,000 to $121,500 USD depending on location.
  • Eligible for a new hire equity grant.
  • Eligible for annual refresh equity grants.
  • Access to Instacart benefits offerings.

Interested in this position?

Apply directly on the company website

Apply Now

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