Note: The job is a remote job and is open to candidates in USA. JAM+ is an established leader in the customer experience industry, focusing on a next-generation DTC business. They are seeking a Tier 1 Customer Experience Associate to support customers across various channels and enhance their overall experience through empathy and effective communication.
Responsibilities
- Create meaningful connections across email, phone, and chat: listening closely, responding with empathy, and leaving customers feeling supported and appreciated
- 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
- Help customers navigate orders, product questions, and account needs with patience and care, owning the outcome and ensuring even escalated cases feel thoughtfully resolved
- Juggle conversations across multiple channels, keeping responses quick, clear, and consistent no matter where a customer reaches out
- Blend efficiency with care, keeping JAM+'s customer-first mindset at the core of every interaction
- 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
- Maintain accurate records of customer interactions, feedback, and resolutions, turning day-to-day interactions into insights that shape continuous improvement
- 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
Skills
- Minimum of 2-3 year of customer service experience supporting customers through phone, live chat, and email in a fast-paced environment
- Demonstrates strong customer service etiquette by treating every customer with professionalism, patience, empathy, and respect
- Strong phone and chat communication skills with the ability to multitask while providing an exceptional customer experience
- Excellent written and verbal communication skills that are friendly, clear, warm, and professional
- A positive, customer-first attitude with exceptional active listening, empathy, and problem-solving skills
- Ability to remain calm, professional, and solution-oriented when assisting frustrated or upset customers
- Naturally curious and always looking for ways to improve processes and enhance the customer experience
- Typing speed of at least 45 words per minute (WPM) with the ability to accurately manage multiple customer conversations simultaneously
- Ability to manage multiple conversations and tasks while maintaining accuracy, quality, and attention to detail
- Comfortable working in a remote, collaborative team environment while managing priorities independently
- Reliable internet connection and a dedicated workspace suitable for remote work
- Experience using customer service platforms such as Kustomer, Magento/Adobe Commerce, NetSuite, or similar CRM/eCommerce systems
Benefits
- Work in a culture that values scrappiness, creativity, and experimentation, while also celebrating positivity and human connection
Company Overview