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 OverviewAs 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 & AvailabilityWe'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 ETPart-Time: You'll be available 3-4 weekdays, averaging about 20 hours per week, within the same coverage windowBecause 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 itOccasional weekend or holiday hours may be required during peak seasons to help us take care of customers when demand is highestKey ResponsibilitiesCustomer 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.RequirementsQualificationsExperience supporting customers via email, phone, or chatA bright and positive attitude! Empathy, problem-solving skills are a mustEndlessly curious and always looking to challenge the status quo for the benefit of the customerStrong communication skills: friendly, clear, warm, and professionalFamiliarity with tools like Kustomer, Magento/Adobe Commerce, or NetSuite is a plusCollaborative mindset, especially in a remote-first team 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!BenefitsWhy Join JAM+Be part of a company that's transforming a traditional category into a digitally led, AI-enabled growth storyWork in a culture that values scrappiness, creativity, and experimentation, while also celebrating positivity and human connectionJoin 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 delightedBuild 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.