Phone Support and Customer Service Agent

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 &am...