Phone Support and Customer Service Agent

3 weeks, 6 days ago
Full-time
Junior
Customer and Technical Support
Reach

Reach

Reach is an ecommerce acceleration platform that helps online retailers expand into new markets and optimize cross-border transactions. With a Merchant of Record model, Reach enables businesses to save on processing fees, maximize conversions, and offe...

Internet Software & Services
51-250
Founded 2016
$24M raised

Description

  • Respond to customer inquiries via phone and Zendesk.
  • Support customers with order tracking, charges, refunds, and disputes.
  • Manage support tickets efficiently while maintaining service quality.
  • Meet performance targets for SLA, AHT, and First Call Resolution.
  • Use Zendesk tools, workflows, and automation features effectively.
  • Collaborate with Risk & Compliance and other cross-functional teams.
  • Support continuous improvement initiatives and new tool adoption.
  • Contribute to a positive, collaborative, high-performing support environment.

Requirements

  • 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.
  • Ability to adapt in fast-paced environments and openness to feedback.
  • Experience in ecommerce, payments, or financial services is a plus.

Benefits

  • 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.
  • Remote work indicated by #LI-Remote.

Interested in this position?

Apply directly on the company website

Apply Now

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