Customer Experience Associate

JAM is your one-stop shop for all things PLAY! Whether you're looking to join recreational sports leagues across North America or plan a hilarious corporate team-building event, JAM does it all! We’re looking for a new teammate to help us deliver unforgettable experiences as we connect more people through play than ever before.

Our Core Values:

• Chase the Vision 
• Deliver What You Promise 
• Take Pride in What You Do 
• Get Shit Done 
• Treat Everyone Like Your Best Friend 
• Find a Better Way 

MISSION: Deliver fast, caring, and reliable front-line support that helps players feel heard, supported, and excited to keep playing with JAM.

JOB RESPONSIBILITIES

• Front-line support. Help players by phone, email and in person, including walk-ins at head office. Respond quickly and resolve issues thoroughly so every player feels heard. 
• Registration and sales. Help individuals and captains register, answer questions clearly, remove barriers to signing up, and promote JAM leagues and programs. 
• Player incidents. Manage discipline, injuries, roster and game-related issues with care, fairness and consistency. 
• Stay close to the game. Engage with players before, during and after games to understand their needs and spot issues early. In your first three months, you’ll visit evening leagues to see JAM in action. 
• League and event support. Help with equipment, part-time staff support and end-of-league events when needed. 
• Community. Build positive relationships with players that earn trust and strengthen the JAM brand. 
• Spot patterns. Flag recurring player issues and share insights that improve our leagues, processes and communication. 

QUALIFICATIONS

• Experience: 1+ year in customer service or customer experience, ideally in sports, recreation, hospitality or events. 
• People person: Upbeat, positive and comfortable approaching and chatting with players. 
• Multi-channel support: Comfortable handling phone, email and in person interactions with confidence. 
• Problem solving: You resolve complaints and tough conversations calmly and fairly. 
• Sales-minded: Comfortable promoting programs and helping hesitant players get to “yes.” 
• Details, details, details: Incredible attention to detail, and a quick learner. 
• Well spoken and written: Clear, friendly and professional with players, venue staff and head office. 
• Tech comfortable: Quick to learn new systems and curious about new tools. 
• Been a player: Knowledge of a wide variety of sports rules and formats, or experience in an adult rec league, is an asset. 

HOURS AND COMPENSATION

• Full-time, 40 hours per week, mostly 9am to 5pm, Monday to Friday. 
• For your first three months, some hours will shift to evenings so you can visit leagues. 
• Hybrid: in the office 3 days a week. 
• $40,000 to $45,000 annual salary, depending on experience 
• 10 vacation days and 10 personal days to start. 
• Full benefits after 3 months, plus the company RRSP matching program. 
• Complimentary league play. 
• GO PLAY Days in the summer, our version of summer hours: bank your Friday afternoon hours elsewhere in the week, book it with your team lead, and go play. 

Application deadline is Friday, November 13th at 10:00 AM EST. 

JAM Is For Everyone

We at JAM are committed to creating a diverse and inclusive work environment and are pleased to be an equal opportunity employer. All candidates will be given equal consideration regardless of race, colour, religion, gender, gender identity/expression/orientation, age or disability. Our devotion to creating a diverse, inclusive and equitable environment is reflected in our work culture as well as the services we offer.