Remote Phone Support and Customer Service Agent

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

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

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.

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