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


• Team-oriented and supportive team environment


• Exposure to modern support tools, automation, and AI-driven workflows