Remote Phone Support and Customer Service Agent

Bilinguallink; Calgary; Remote; CAD 38,000 - 52,000; Full time

Benefits offered by this job

Comprehensive healthcare benefits

Competitive compensation

Opportunity to grow within a globalFin

Collaborative team environment

Exposure to modern support tools andAI

Job summary

Reach is seeking a Phone Support & Customer Service Agent to join our Calgary-based team. You will handle customer inquiries by phone and Zendesk, resolve issues, and contribute to a high-performing, customer-first support environment.

The ideal candidate has 1+ years in customer service, hands-on Zendesk experience, strong communication and problem-solving skills, and familiarity with KPIs like SLA and First Call Resolution. Ecommerce, payments, or financial services experience is a plus.

Qualifications

• 1+ years of experience in customer service or call centers.
• 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.
• Experience in ecommerce, payments, or financial services is a plus.

Responsibilities

• 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.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Adaptability

Tools

Zendesk

Job description

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
• Collaborative and supportive team environment
• Exposure to modern support tools, automation, and AI-driven workflows