[Hiring] Customer Support Specialist @Jam+

Role Description

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

• Full-Time: Available Monday–Friday, working an 8-hour shift during our coverage window of 9:00 AM–9:00 PM ET.
• Part-Time positions available with flexible scheduling.
• Occasional weekend or holiday hours may be required during peak seasons.

Key Responsibilities

• Customer Interaction: Create meaningful connections across email, phone, and chat; listen closely, respond with empathy, and leave customers feeling supported and appreciated.
• Performance & Productivity: Meet or exceed KPIs, including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Response Time (FRT).
• Issue Resolution: Help customers navigate orders, product questions, and account needs with patience and care.
• Multi-Channel Support: Juggle conversations across multiple channels, keeping responses quick, clear, and consistent.
• 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.
• Documentation: Maintain accurate records of customer interactions, feedback, and resolutions.
• Team Contribution: Collaborate with peers as an active, positive presence in our remote-first culture.

Qualifications

• Experience supporting customers via email, phone, or chat.
• A bright and positive attitude; empathy and 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.

Benefits

• 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.
• Join a team where customer experience drives growth through meaningful interactions.
• Build your career in a role that combines operational excellence with forward-looking tools and strategies.