Customer Support Specialist

About JAM+

JAM+ places customer experience at the center of its growth plan. The company operates well-known brands such as Envelopes.com, Folders.com, and JAMpaper.com, and is developing a modern direct-to-consumer business built around personalization, delightful customer moments, and AI-enabled support tools.

Role Overview

In this Tier 1 Customer Experience Associate position, you will be the first point of contact for customers across email, phone, and chat. The role is designed for someone who performs well in a fast-moving ecommerce environment where high inquiry volume must be balanced with attentive, high-quality service.

You will not only respond to questions, but also help shape the customer journey by adopting new systems, learning from performance data, and contributing to a team that values speed, creativity, and ongoing improvement.

Schedule and Availability

• This is a full-time position with a Monday to Friday schedule and an 8-hour shift.
• Work hours fall within the 9:00 AM to 9:00 PM ET coverage window.
• The team follows a follow-the-sun coverage model so customers can receive support throughout the day.
• During busy periods, occasional weekend or holiday shifts may be needed.

Responsibilities

• Engage with customers by email, phone, and chat in a helpful, empathetic, and professional manner.
• Work toward or exceed core support metrics such as CSAT, AHT, and FRT while keeping the customer experience human-centered.
• Resolve questions related to orders, products, and account matters with patience and ownership.
• Handle multiple support channels at once while keeping responses timely, clear, and consistent.
• Apply customer-first service practices in every interaction, balancing efficiency with care.
• Share recurring customer concerns and feedback with supervisors and related teams to support improvements.
• Maintain accurate records of conversations, feedback, and resolutions so they can be used for ongoing process improvement.
• Contribute positively to a remote-first team culture through clear communication in live and async tools such as calls, standups, Microsoft Teams, SharePoint, and email.

Requirements

• Candidates must be located in the United States or Canada and be legally authorized to work in one of those countries.
• Applicants should have 2 to 3 years of customer service experience handling phone, live chat, and email in a fast-paced setting.
• Strong customer service manners are essential, including professionalism, patience, empathy, and respect.
• Excellent phone and chat communication skills, with the ability to multitask while delivering strong service.
• Clear, friendly, warm, and professional written and verbal communication is required.
• A customer-first mindset with strong active listening, empathy, and problem-solving ability is important.
• You should be able to stay calm, professional, and focused on solutions when dealing with upset or frustrated customers.
• A naturally curious attitude and interest in improving processes and customer experience are expected.
• Typing speed of at least 45 words per minute is required, along with the ability to manage several conversations accurately at once.
• Experience with support or ecommerce systems such as Kustomer, Magento/Adobe Commerce, NetSuite, or similar tools is preferred.
• The role requires the ability to manage multiple tasks and conversations while maintaining accuracy and attention to detail.
• Comfort working independently in a remote, collaborative environment is necessary.
• A dependable internet connection and a dedicated home workspace are required.
• Recruitment and BPO inquiries are not being accepted.

Benefits

• Join a company that is turning a traditional category into a digitally driven, AI-enabled growth business.
• Work in a culture that encourages resourcefulness, creativity, experimentation, positivity, and human connection.
• Be part of a team where customer experience is viewed as a driver of growth, not just a support function.
• Gain experience using modern tools and strategies while helping create memorable customer interactions.

Additional Information

This role is structured around delivering support that is both efficient and personal, with an emphasis on delighting customers and continuously improving how service is delivered.

The company is focused on building experiences that make customers feel cared for, supported, and genuinely valued.

No recruitment or BPO outreach is desired.