Phone Support, Customer Service Agent

Reach

Phone Support and Customer Service Agent at Reach delivering support for global ecommerce and payments platform. Responding to customer inquiries and resolving issues in a fast-paced environment.

Posted 6/30/2026full-timeRemote • 🇨🇦 CanadaJuniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer ServiceOrder TrackingRefund ManagementDispute ResolutionSupport KPIsService MetricsTicket ManagementWorkflow AutomationContinuous ImprovementEcommerce Familiarity

Soft Skills

Strong Organizational SkillsAttention to DetailAdaptabilityOpenness to Feedback