Job Description

Why Join Reach?

Opportunity to shape the future of our remote operations and implement cutting-edge tools.


At Reach, we're building the future of global e-commerce, empowering businesses worldwide to expand their reach seamlessly. As a leading Merchant of Record (MOR), we handle the complexities of international transactions, enabling our clients to focus on what they do best. We foster a dynamic, fast-paced environment where innovation and customer satisfaction drive our success.

Location:

Remote (preferably Calgary, AB, Canada, not a requirement)

Reporting To:

Head of Risk & Compliance

Work Schedule:

Regular business hours, MST (9 AM - 5 PM)


We are seeking an experienced and highly motivated Phone Support and Customer Service Team Lead to inspire and manage our dedicated Phone Support team, based in a Spanish-speaking country. This is a pivotal role that combines strong leadership with hands-on operational excellence, directly impacting our commitment to exceptional customer service and risk management. If you're a proactive problem-solver with a knack for data-driven decision-making and a passion for developing remote teams, we want to hear from you.

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Responsibilities

Lead and Inspire a Remote Team: Directly manage and lead a team of approximately 9 remote Phone Support agents, fostering a positive, productive, and high-performing environment. Customer Service Excellence: Oversee the team's primary responsibility of responding to consumer inquiries, ensuring high-quality interactions and effective resolution of issues. These inquiries include, but are not limited to, tracking orders, answering questions about charges, processing refund requests, and filing disputes. Ticketing System Mastery: Drive efficient management of customer service inquiries via our primary ticketing system, Zendesk. Continuous Improvement & Training: Implement and lead ongoing training programs, conduct quality assurance monitoring, and provide continuous coaching to enhance agent performance and adherence to service standards. Zendesk Configuration & Optimization: Leverage your advanced Zendesk knowledge to configure the platform, including building and optimizing macros, setting up triggers, and developing custom reports to streamline workflows and improve efficiency. + Data-Driven Performance Management: Maintain a strong focus on reporting and analytics to meet and exceed key performance indicators (KPIs) and objectives and key results (OKRs). + Monitor and drive performance against critical metrics such as: Service Level Agreements (SLAs), Average Handle Time (AHT) for calls and tickets, First Call Resolution (FCR), Abandonment Rate, Escalated Calls, Occupancy and Shrinkage rates, and Attrition.
Utilize data from reports to derive actionable insights and inform decision-making, even if direct Excel work is minimal. Process Implementation & Adaptability: Implement new processes and tools in a fast-paced, dynamic environment, always with a focus on growth, scalability, and adaptability. This includes contributing to the integration of new tools and AI. Collaboration & Autonomy: Exercise high autonomy in decision-making for your team while maintaining strong communication and collaboration with cross-departmental teams, especially where automations impact various workflows. Risk & Compliance Adherence: Work closely with the Head of Risk & Compliance to ensure team operations align with all relevant policies and regulatory requirements. Support & Escalation: Work in conjunction with the on-site supervisor for the phone support team to address complex issues and provide necessary support.

Requirements

2+ years of experience leading and managing a customer service or call center team, preferably in a remote setting. Fluency in Spanish is essential; a native Spanish speaker is ideal but not required, provided you possess excellent communication skills to effectively manage and coach a team located in a Spanish-speaking country. Exceptional proficiency with Zendesk, including hands-on experience with configuration (building macros, triggers, automations) and report generation. Strong analytical skills with a proven ability to interpret data from reports to identify trends, pinpoint issues, and drive performance improvements. Proficiency in Microsoft Excel and Power BI for data analysis and reporting. Demonstrated success in meeting and exceeding call center KPIs and OKRs (e.g., AHT, FCR, CSAT, SLA, Abandonment Rate, Occupancy, Shrinkage). Proven ability to train, coach, and motivate a remote team to achieve high-quality service and productivity. Adaptability and resilience in a rapidly changing environment, with experience in process improvement and technology adoption (including AI). Excellent communication and interpersonal skills for effective remote team management and cross-functional collaboration. High degree of autonomy with a strong sense of accountability and problem-solving. Experience in the financial services, e-commerce, or payments industry is a plus.

Benefits

Competitive salary Generous paid time off Group benefits and RRSP matching Annual professional development allotment * Great working culture and supportive multi-national team