Remote
Canada
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At Instacart, we invite the world to share love through food because we believe everyone should have access to the food they love and more time to enjoy it together. Where others see a simple need for grocery delivery, we see exciting complexity and endless opportunity to serve the varied needs of our community. We work to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to Instacart Personal Shoppers.
Instacart has become a lifeline for millions of people, and we’re building the team to help push our shopping cart forward. If you’re ready to do the best work of your life, come join our table.
There’s no one-size fits all approach to how we do our best work. Our employees have the flexibility to choose where they do their best work—whether it’s from home, an office, or your favorite coffee shop—while staying connected and building community through regular in-person events. Learn more about our flexible approach to where we work.
About the Role -
As a Knowledge Strategist Team Lead, Governance at Instacart, you will lead the Governance group within the Knowledge Strategy team. You will establish and maintain content standards for readability and AI retrieval, own the team's auditing function, and spearhead high-impact internal projects that advance our knowledge infrastructure. You will directly manage 2+ Knowledge Strategists and serve as the team's primary owner of triage, prioritization, and deadline accountability.
This role demands both strategic vision and operational precision. You will be equally comfortable defining a governance framework and rolling up your sleeves to see it through — with deep expertise in how structured knowledge powers contact center AI tools. You are a team leader: mentoring your pod, influencing cross-functional partners, and keeping quality high in a fast-paced environment.
About the Team -
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, continuous improvement analytics, and learning and development. 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.
In this role, you will focus on elevating the quality, consistency, and AI-readiness of Instacart's CX knowledge base. You will:
Minimum Qualifications
Preferred Qualifications
Instacart provides highly market-competitive compensation and benefits in each location where our employees work. This role is remote and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Currently, we are only hiring in the following provinces: Ontario, Alberta, British Columbia, and Nova Scotia.
Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here.
For Canadian based candidates, the base pay ranges for a successful candidate are listed below.
CAD 100,000 - 105,500
Annually
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Wellness Programs
Mental Health Benefits
Fitness Stipend
401(k) / Retirement Plan
401(k) Match
Equity / RSUs
Financial Planning
Unlimited PTO
Sabbatical
Home Office Stipend
Internet Stipend
Fertility Benefits
Parental Leave
Learning & Development Budget
Employee Product Discount
Charity Matching
Volunteer Time Off
Employee Resource Groups
US employees can work remotely from any state except Alaska and the US Territories, and Canadian employees from Ontario, Alberta, or British Columbia. Instacart has no return-to-office date, though a small set of roles such as Workplace Managers, IT, and Regional Ops must work from a specific location or time zone.
Yes. Instacart keeps offices in San Francisco (its headquarters), Toronto, and New York City, and they are open to all employees to drop in whenever they choose. Working from an office is optional for most roles under the Flex First model.
Through Team Jams, in-person gatherings held a few times a year at the team, department, or company level, plus company-wide events. Attendance is optional and Instacart covers all travel expenses for these get-togethers.
Flex First includes a stipend to outfit your work-from-home setup and monthly internet reimbursements. Employees also get a monthly $100 personal wellness stipend, or the local equivalent, on top of the setup support.
Recent openings skew heavily toward engineering, machine learning, and data science, alongside product, sales, finance, and people teams. Most postings are listed as remote across the United States and Canada, often as paired US and Canadian listings for the same role.
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