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.