About JAM+
At JAM+, customer experience drives everything we do. We’re leaders in the stationery and office supplies industry with trusted brands like Envelopes.com, Folders.com, and JAMpaper.com.
Now, we’re building the next generation of direct-to-consumer (DTC) business—powered by personalization, surprise-and-delight moments, and AI-driven tools. Every interaction matters, and we’re looking for passionate people to help us deliver seamless, memorable service to every customer.
About the Role
As a Tier 1 Customer Experience Associate, you’ll be on the front lines of the customer journey—supporting customers via email, phone, and chat. This is more than just answering questions. You’ll help shape how customers experience JAM+ by embracing new tools, solving problems with empathy, and contributing to a team that thrives on creativity, speed, and continuous improvement.
This role offers flexible schedules:
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Full-Time: Monday–Friday, 8-hour shift within 8:00 AM–10:00 PM ET
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Part-Time: 3–4 weekdays, ~20 hours/week within the same coverage window
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Occasional weekends/holidays may be required during peak seasons
Key Responsibilities
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Customer Interaction: Provide exceptional support across phone, email, and chat, leaving customers feeling valued and supported.
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Performance Goals: Meet or exceed KPIs (CSAT, AHT, FRT) while focusing on building positive customer relationships.
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Issue Resolution: Assist with orders, product inquiries, and account needs—owning the resolution from start to finish.
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Multi-Channel Support: Manage conversations across multiple platforms while maintaining clear and consistent communication.
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Customer Insights: Share recurring feedback and issues with supervisors to improve the overall customer journey.
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Documentation: Maintain accurate records of customer interactions to help guide continuous improvement.
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Team Collaboration: Contribute positively to our remote-first culture, collaborating through Microsoft Teams, SharePoint, and email.
Qualifications
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Experience supporting customers via email, phone, or chat.
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Strong communication skills: warm, professional, and clear.
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Empathetic, positive, and solution-oriented mindset.
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Curious and motivated to challenge the status quo for the customer’s benefit.
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Familiarity with Kustomer, Magento/Adobe Commerce, or NetSuite is a plus.
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Must be located in and legally authorized to work in the US or Canada.
Why Join JAM+
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Be part of a company transforming a traditional industry into a digital-first, AI-powered growth story.
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Work in a culture that values creativity, experimentation, and human connection.
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Join a team where customer experience is a driver of growth, not just a support function.
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Build your career in a role that blends operational excellence with innovative tools and strategies.
✨ Apply now to become a key part of the JAM+ customer experience team—where every interaction makes a difference.