# Phone Support and Customer Service Agent

**Company:** [Reach](http://jobs.workable.com/companies/ttxNnKhrSrq5eFiSj9bXe4.md)
**Location:** Remote
**Workplace:** remote
**Department:** Risk and Compliance

[Apply for this job](http://jobs.workable.com/view/113531b9-85c6-4e26-a0c3-ac2f5bbeb4f0)

## Description

### 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