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

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* 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. **Requirements*