Tier 1 Customer Experience Associate - Remote

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.

In Short

• Support customers via email, phone, and chat.
• Meet KPIs including Customer Satisfaction (CSAT) and Average Handle Time (AHT).
• Help customers navigate orders and product questions.
• Provide multi-channel support with quick and clear responses.
• Collaborate with teams to improve customer experience.
• Document customer interactions and feedback.
• Work in a remote-first culture.
• Flexible scheduling available for full-time and part-time roles.
• Occasional weekend or holiday hours may be required.
• Contribute positively to team dynamics.

Requirements

• Experience supporting customers via email, phone, or chat.
• Positive attitude and strong empathy.
• Curiosity and willingness to improve customer experience.
• Strong communication skills: friendly and professional.
• Familiarity with tools like Kustomer, Magento/Adobe Commerce, or NetSuite is a plus.
• Collaborative mindset in a remote-first team.

Benefits

• Be part of a transforming company.
• Work in a culture valuing creativity and experimentation.
• Join a team focused on customer experience as a growth driver.