About this role
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. #LI-Remote