Customer Support Specialist

About JAM+ At JAM+, customer experience is at the heart of our growth strategy. We are established leaders in the industry with trusted sites including Envelopes.com, Folders.com, and JAMpaper.com. We're building a next-generation DTC business that puts the customer journey at the center: leveraging personalization, surprise-and-delight experiences, and AI-powered tools to deliver service that feels both seamless and memorable. Position Overview As a Tier 1 Customer Experience Associate at JAM+, you'll be on the front lines of our customer journey, supporting customers across email, phone, and chat. This role is for someone who thrives in a fast-paced, high-growth ecommerce environment, balancing high-volume inquiries with high-touch service. You will do more than answer questions. You will play a part in shaping how customers experience JAM+ by embracing new tools, learning from data, and contributing to a team that values speed, creativity, and continuous improvement. Scheduling & Availability Full-Time: You'll be available Monday-Friday, working an 8-hour shift during our coverage window of 8:00 AM-10:00 PM ET. Part-Time: You'll be available 3-4 weekdays, averaging about 20 hours per week, within the same coverage window. Because we adhere to a "follow-the-sun" model (9:00 AM-9:00 PM ET), you'll be part of a team that ensures customers always have support when they need it. Occasional weekend or holiday hours may be required during peak seasons to help us take care of customers when demand is highest. Key Responsibilities Customer Interaction: Create meaningful connections across email, phone, and chat: listening closely, responding with empathy, and leaving customers feeling supported and appreciated. Performance & Productivity: Meet or exceed KPIs, including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Response Time (FRT), while remembering that every interaction is more than just a metric. Issue Resolution: Help customers navigate orders, product questions, and account needs with patience and care, owning the outcome and ensuring even escalated cases feel thoughtfully resolved. Multi-Channel Support: Juggle conversations across multiple channels, keeping responses quick, clear, and consistent no matter where a customer reaches out. Customer Experience Best Practices: Blend efficiency with care, keeping JAM+'s customer-first mindset at the core of every interaction. Cross-Functional Collaboration: Share customer feedback and identify recurring issues to supervisors, ensuring insights reach the right teams to drive improvement at every step of the customer journey. Documentation: Maintain accurate records of customer interactions, feedback, and resolutions, turning day-to-day interactions into insights that shape continuous improvement. Team Contribution: Collaborate with peers as an active, positive presence in our remote-first culture, communicating clearly and kindly in both real-time (calls, standups) and async (Microsoft Teams, SharePoint, email) settings. Requirements At this time, we are only accepting applications from candidates located in — and legally authorized to work in —Canada or the United States. Please refrain from contacting us with recruitment or BPO inquiries. Thank you for your understanding Qualifications Experience supporting customers via email, phone, or chat. A bright and positive attitude Empathy, problem-solving skills are a must. Endlessly curious and always looking to challenge the status quo for the benefit of the customer. Strong communication skills: friendly, clear, warm, and professional. Familiarity with tools like Kustomer, Magento/Adobe Commerce, or NetSuite is a plus. Collaborative mindset, especially in a remote-first team. Benefits Why Join JAM+ Be part of a company that's transforming a traditional category into a digitally led, AI-enabled growth story. Work in a culture that values scrappiness, creativity, and experimentation, while also celebrating positivity and human connection. Join a team where customer experience is not just a cost center: it's about driving growth through interactions that leave people feeling cared for, supported, and genuinely delighted. Build your career in a role that combines operational excellence with forward-looking tools and strategies, all while helping to create experiences that brighten a customer's day. #J-18808-Ljbffr