Customer Support Specialist (Remote - Full 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 9:00 AM–9:00 PM ET.
• 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

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
  

At this time, we are only accepting applications from candidates located in — and legally authorized to work in —Canada. Please refrain from contacting us with recruitment or BPO inquiries. Thank you for your understanding!

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.