Customer Support Specialist (Remote - Full Time or Part Time)
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
We’re hiring both Full-Time and Part-Time Associates, and we know flexibility matters:
- 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.
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
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.
Average salary estimate
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