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about 2 months ago
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Requirements and responsibilities
Role OverviewAs 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 DoRespond to customer inquiries via phone and ZendeskSupport customers with order tracking, charges, refunds, and disputesManage tickets efficiently while maintaining strong service qualityMeet performance targets across KPIs such as SLA, AHT, and First Call ResolutionUtilize Zendesk tools, workflows, and automation features effectivelyCollaborate with Risk & Compliance and cross-functional teamsSupport continuous improvement initiatives and adoption of new tools and AI workflowsContribute to a positive, collaborative, and high-performing support environmentRequirementsWhat You Bring1+ years of experience in customer service or call center environmentsHands-on experience using ZendeskStrong communication and problem-solving skillsFamiliarity with support KPIs and service metricsStrong organizational skills and attention to detailAdaptability in fast-paced environments and openness to feedbackExperience in ecommerce, payments, or financial services is a plusBenefitsWhy Join ReachCompetitive compensationComprehensive healthcare benefitsOpportunity to grow within a global FinTech companyCollaborative and supportive team environmentExposure to modern support tools, automation, and AI-driven workflowsApply with your CV and a brief cover letter outlining your relevant experience and interest in joining Reach.
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