PhoneSupportandCustomerServiceAgent

### 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