Reach

Customer Support

• 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

Phone Support, Customer Service Agent

Account Manager

• Manage and grow a portfolio of ecommerce merchants
• Build strategic, long-term client relationships
• Drive organic revenue growth and retention
• Partner cross-functionally to solve merchant challenges
• Advocate for clients internally and surface product insights