Phone Support and Customer Service Agent

Reach

Job Overview

Location

Remote

Employment Type

Full-time

Work Arrangement

Remote

Sector

Information Technology & Software

Experience Level

Junior (1-3 years)

Application Deadline

May 30, 2026

About the Company

Reach is a leading provider of merchant of record infrastructure, empowering brands to expand their global reach without the need for replatforming. We expertly manage the complexities of cross-border payments, tax compliance, and fraud prevention, integrating seamlessly with existing commerce stacks.

Our robust infrastructure boasts local acquiring capabilities in over 70 countries. This enables mid-market and enterprise brands to scale internationally while retaining full control over their customer data and technology stack. Reach is at the forefront of enabling global e-commerce growth.

Job Description

As a Phone Support and Customer Service Agent at Reach, you will be instrumental in delivering outstanding support experiences to customers navigating our global e-commerce and payments platform. Working remotely as part of our dedicated Calgary-based Phone Support team, you will manage customer inquiries, efficiently resolve issues, and contribute to a high-performing, customer-centric support environment.

This role is perfectly suited for individuals who excel in dynamic, fast-paced settings, possess a passion for problem-solving, and take immense pride in providing top-tier customer experiences.

Required Skills

Customer ServicePhone SupportZendeskCommunicationProblem-solvingOrganizational SkillsAttention to DetailEcommercePaymentsFinancial Services

Key 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

Qualifications

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 & 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

How to Apply

Apply with your CV and a brief cover letter outlining your relevant experience and interest in joining Reach.

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In the dynamic landscape of global e-commerce and payments, Reach is experiencing significant growth, driving the need for exceptional customer support. This role demands proficiency in customer relationship management, order fulfillment processes, and dispute resolution. You will be instrumental in enhancing customer lifetime value and ensuring seamless transaction experiences. Your impact will directly influence customer retention and brand loyalty, crucial for scaling our international FinTech operations.