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 quick-paced settings 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
Cooperative 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

📌 Remote Phone Support And Customer Service Agent Aurora
🏢 Reach
📍 Aurora