Customer Support Specialist (Remote - Full Time or Part Time)

JAM+; Toronto; Remote; CAD 40,000 - 60,000; Full time

Job summary

A leading eCommerce company in Ontario is seeking a Tier 1 Customer Experience Associate to support customers via email, phone, and chat. The ideal candidate will possess strong communication skills and a positive attitude, aiming to create meaningful connections and ensure customer satisfaction. Join a team that values creativity and operational excellence while enhancing the customer journey.

Benefits

Work in a culture that values creativity and experimentation

Opportunities for career development

Remote-first work environment

Qualifications

• Experience supporting customers via email, phone, or chat.
• Positive attitude; empathy and problem-solving skills are essential.
• Strong communication skills must be friendly and professional.

Responsibilities

• Create meaningful connections with customers across all channels.
• Meet or exceed KPIs including Customer Satisfaction (CSAT).
• Help customers navigate orders and product inquiries with care.
• Maintain accurate records of customer interactions.
• Collaborate with peers positively in a remote-first culture.

Skills

Customer service experience

Empathy

Problem-solving skills

Strong communication

Tools

Kustomer

Magento/Adobe Commerce

NetSuite

Job description

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 8:00 AM-10:00 PM ET
• Part-Time: You\'ll be available 3-4 weekdays, averaging about 20 hours per week, within the same coverage window
• 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

Qualifications

• Experience supporting customers via email, phone, or chat
• A bright and positive attitude! Empathy, problem-solving skills are a must
• Endlessly curious and always looking to challenge the status quo for the benefit of the customer
• Strong communication skills: friendly, clear, warm, and professional
• Familiarity with tools like Kustomer, Magento/Adobe Commerce, or NetSuite is a plus
• Collaborative mindset, especially in a remote-first team

Benefits

Why Join JAM+

• Be part of a company that\'s transforming a traditional category into a digitally led, AI-enabled growth story
• Work in a culture that values scrappiness, creativity, and experimentation, while also celebrating positivity and human connection
• Join a team where customer experience is not just a cost center: it\'s about driving growth through interactions that leave people feeling cared for, supported, and genuinely delighted

Build your career in a role that combines operational excellence with forward-looking tools and strategies, all while helping to create experiences that brighten a customer\'s day.