• You'll own the seller support experience: the tickets, the escalations, the moments a seller needs someone in their corner. • Respond to seller tickets across chat and email: payouts, orders, shipping, disputes, account access • Learn to investigate end to end. Dig into orders, payments, and shipping data to find the real cause, not just the symptom • Get comfortable supporting sellers live during selling events, where answers are needed in minutes • Handle live selling events with confidence, becoming a steady presence when sellers need fast answers • Escalate the right things to product and engineering with clear context, so real problems get fixed, not just patched • Spot recurring issues and flag them before they become bigger ones • Build the instincts to know when to solve it yourself and when to pull someone else in

• Deliver exceptional service and solutions to customers through inbound calls and chat. • Work with leading technologies and systems.

• Take ownership of delivering real-time support to users, including customers, shoppers, retailers, and partners, with a focus on Rx delivery-related inquiries and Instacart Health programs like Fresh Funds • Leverage exceptional problem-solving skills to provide fast, effective resolutions while navigating complex and evolving challenges at scale • Thrive in a fast-paced, dynamic work environment where processes may rapidly change, and new priorities emerge without warning • Communicate clearly, empathetically, and professionally across all interactions, ensuring a personalized and meaningful service experience that builds lasting trust • Embrace operational ownership by proactively identifying trends in customer feedback and collaborating with your Manager to streamline processes and improve outcomes

Role Description Help people create homes they love. Join our team as a Full-time Bilingual Customer Care Representative (French/English). This is a remote position for candidates who reside in the Greater Montreal area. Contribute to Urban Barn's commitment to exceptional customer service. As a Customer Care Representative, you will: - Answer inquiries on customer orders - Process exchanges and returns - Provide product information in a courteous and professional manner - Consistently strive to achieve the highest standard of service with every customer interaction Our Customer Care Centre is open 7 days a week, so we’re looking for candidates who can work 30-40 hours a week and a variety of shifts during our peak customer times. Our hours of operation are from Monday to Sunday (7 days a week), from 7:30 - 6 PM EST. Start date: September 8, 2026 What You Will Do: - Meet and exceed customer satisfaction expectations with positive, patient, and clear communication - Inbound/outbound communication over the telephone, email, and LiveChat - Provide customers with information to assist them in making informed decisions - Coordinate with delivery partners to ensure quality delivery service - Provide post-sale support in correcting any errors or order changes - Perform other customer support and administrative duties Qualifications - Strong written and verbal communication skills in both French and English - Minimum 1 year of CSR or call center experience required - Commitment to a flexible schedule (Open to daytime, evening, and weekend shifts) - Detail-oriented with a proven ability to multi-task - Tech-savvy; working knowledge of MS Office, and SAP experience an asset - Driven to help customers with empathy and understanding - Calm, positive attitude with a drive for KPIs and results - Superior time management skills Benefits - Competitive wage, starting at $21.25/hour - Group benefits (health, dental and vision coverage) - A Group RSP program - A 40% discount on Urban Barn products - Opportunities for professional development and advancement - We offer a fun work environment with a collaborative team Company Description Urban Barn is a national retail chain with over 50 retail stores across the country offering high-quality furniture and home décor. We’re all about making our customers and employees feel right at home. Urban Barn offers a welcoming environment where inclusion, diversity and equity are paramount. We are committed to creating and strengthening a culture of respect and openness in all our stores, warehouses, and offices.