Phone Support and Customer Service Agent
Full-time
Reach
Role Overview
As a Phone Support & Customer Service Agent at Reach, you’ll help deliver exceptional support experiences to customers across our global ecommerce and payments platform. Working as part of our Calgary-based Phone Support team, you’ll handle customer inquiries, resolve issues efficiently, and contribute to a high-performing, customer-focused support environment.
This role is ideal for someone who thrives in fast-paced environments, enjoys solving problems, and takes pride in delivering high-quality customer experiences.
What You’ll Do
- Respond to customer inquiries via phone and Zendesk
- Support customers with order tracking, charges, refunds, and disputes
- Manage tickets efficiently while maintaining strong service quality
- Meet performance targets across KPIs such as SLA, AHT, and First Call Resolution
- Utilize Zendesk tools, workflows, and automation features effectively
- Collaborate with Risk & Compliance and cross-functional teams
- Support continuous improvement initiatives and adoption of new tools and AI workflows
- Contribute to a positive, collaborative, and high-performing support environment
Requirements
What You Bring
- 1+ years of experience in customer service or call center environments
- Hands-on experience using Zendesk
- Strong communication and problem-solving skills
- Familiarity with support KPIs and service metrics
- Strong organizational skills and attention to detail
- Adaptability in fast-paced environments and openness to feedback
- Experience in ecommerce, payments, or financial services is a plus
Benefits
Why Join Reach
- Competitive compensation
- Comprehensive healthcare benefits
- Opportunity to grow within a global FinTech company
- Collaborative and supportive team environment
- Exposure to modern support tools, automation, and AI-driven workflows
Apply with your CV and a brief cover letter outlining your relevant experience and interest in joining Reach.
#LI-Remote
Vacancy posted 8 hours ago
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