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
- At this time, we are only accepting applications from candidates located in — and legally authorized to work in —US/Canada. Please refrain from contacting us with recruitment or BPO inquiries. Thank you for your understanding!
- Minimum of 2-3 year of customer service experience supporting customers through phone, live chat, and email in a fast-paced environment.
- Demonstrates strong customer service etiquette by treating every customer with professionalism, patience, empathy, and respect.
- Strong phone and chat communication skills with the ability to multitask while providing an exceptional customer experience.
- Excellent written and verbal communication skills that are friendly, clear, warm, and professional.
- A positive, customer-first attitude with exceptional active listening, empathy, and problem-solving skills.
- Ability to remain calm, professional, and solution-oriented when assisting frustrated or upset customers.
- Naturally curious and always looking for ways to improve processes and enhance the customer experience.
- Typing speed of at least 45 words per minute (WPM) with the ability to accurately manage multiple customer conversations simultaneously.
- Ability to manage multiple conversations and tasks while maintaining accuracy, quality, and attention to detail.
- Comfortable working in a remote, collaborative team environment while managing priorities independently.
- Reliable internet connection and a dedicated workspace suitable for remote work.
Nice To Haves
- Experience using customer service platforms such as Kustomer, Magento/Adobe Commerce, NetSuite, or similar CRM/eCommerce systems is preferred.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
