Customer Support Specialist (Remote, Full-Time | U.S. & Canada Only)

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

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

• 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.

Requirements

• Minimum of 2-3 years 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.
• 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.
• Experience using customer service platforms such as Kustomer, Magento/Adobe Commerce, NetSuite, or similar CRM/eCommerce systems is preferred.
• 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.