CustomerSupportSpecialist

### 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 We’re hiring both Full-Time and Part-Time Associates, and we know flexibility matters: * 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, prod