Customer Support Specialist (Remote - Full Time)

About the role

JAM+ is expanding its next‑generation DTC ecommerce business and needs a remote Customer Support Specialist to join the Tier 1 Customer Experience team. You will be the first point of contact for shoppers, handling inquiries via email, phone and chat while contributing to a culture of speed, creativity and continuous improvement.

Key responsibilities

• Respond to customer queries across email, phone and chat with empathy and professionalism.
• Meet or exceed KPIs such as CSAT, Average Handle Time and First Response Time.
• Resolve order, product and account issues, owning outcomes and escalating when necessary.
• Manage multiple conversations simultaneously while maintaining clear, consistent communication.
• Document interactions, feedback and resolutions in the internal system.
• Share recurring issues and customer insights with supervisors and cross‑functional teams.
• Participate actively in remote‑first team activities, including real‑time calls and asynchronous collaboration tools.

Required profile

• Comfortable working full‑time Monday‑Friday with an 8‑hour shift covering 9 AM‑9 PM ET.
• Willingness to work occasional weekends or holidays during peak periods.
• Ability to thrive in a fast‑paced, high‑growth ecommerce environment.
• Strong communication skills and a customer‑first mindset.

Required skills

• Microsoft Teams
• SharePoint

What we offer

• Remote‑first work environment with flexible scheduling.
• Opportunity to shape the customer experience in a growing DTC brand.
• Collaborative culture that values speed, creativity and continuous learning.