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 recent 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

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📌 Remote Phone Support and Customer Service Agent (Quebec City)
🏢 Bilinguallink
📍 Quebec City