Customer Support Specialist (Remote - Full Time)

Jam+

3d • Remote

About The Position

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.

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.

Requirements

• 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
• Collaborative mindset, especially in a remote-first team
• Located in — and legally authorized to work in — Canada.

Nice To Haves

• Familiarity with tools like Kustomer, Magento/Adobe Commerce, or NetSuite is a plus

Responsibilities

• Create meaningful connections across email, phone, and chat: listening closely, responding with empathy, and leaving customers feeling supported and appreciated.
• 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.
• Help customers navigate orders, product questions, and account needs with patience and care, owning the outcome and ensuring even escalated cases feel thoughtfully resolved.
• Juggle conversations across multiple channels, keeping responses quick, clear, and consistent no matter where a customer reaches out.
• Blend efficiency with care, keeping JAM+’s customer-first mindset at the core of every interaction.
• 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.
• Maintain accurate records of customer interactions, feedback, and resolutions, turning day-to-day interactions into insights that shape continuous improvement.
• 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.

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, 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed