JAM+ is looking for a Customer Support Specialist to join our remote team. In this role, you'll be on the front lines of the customer journey, supporting users across email, phone, and chat in a fast-paced, high-growth ecommerce environment. You'll play a key part in shaping how customers experience JAM+ and contribute to a team that values speed, creativity, and continuous improvement.
What You'll Do
- Create meaningful connections across email, phone, and chat by listening closely, responding with empathy, and leaving customers feeling supported.
- Meet or exceed KPIs, including Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Response Time (FRT).
- Help customers navigate orders, product questions, and account needs with patience and care, owning outcomes and ensuring escalated cases are thoughtfully resolved.
- Juggle conversations across multiple channels, keeping responses quick, clear, and consistent.
- Blend efficiency with care, keeping a customer-first mindset at the core of every interaction.
- Share customer feedback and identify recurring issues with supervisors to drive improvement.
- Maintain accurate records of customer interactions, feedback, and resolutions.
- Collaborate with peers as an active, positive presence in a remote-first culture, communicating clearly in real-time and async settings.
What We're Looking For
- Experience supporting customers via email, phone, or chat.
- Empathy and strong problem-solving skills.
- Friendly, clear, warm, and professional communication skills.
- A collaborative mindset, especially within a remote-first team.
Nice to Have
- Familiarity with tools like Kustomer, Magento/Adobe Commerce, or NetSuite.
Benefits & Compensation
- Be part of a company transforming a traditional category into a digitally led, AI-enabled growth story.
- Work in a culture that values scrappiness, creativity, and experimentation, while celebrating positivity and human connection.
- Join a team where customer experience drives growth through interactions that leave people feeling cared for and delighted.
- Build your career in a role that combines operational excellence with forward-looking tools and strategies.
Work Mode
This is a fully remote position, open to candidates interested in either full-time or part-time work.
JAM+ is an equal opportunity employer.
