L1 Customer Service Representative (Remote, US)

Paleovalley is a modern health-conscious snack and supplement company committed to high-quality products. They are seeking an L1 Customer Service Representative to provide frontline support to customers through email and live chat, ensuring exceptional service and addressing common inquiries.

Responsibilities:

• Respond to customer inquiries via email and live chat in a timely and professional manner
• Assist customers with order status, shipping updates, account access, subscription management, and product questions
• Troubleshoot and resolve basic customer concerns independently
• Accurately document customer interactions in the support platform
• Utilize internal knowledge bases and saved replies to ensure consistent and accurate responses
• Escalate complex or sensitive issues to Tier 2 or leadership when appropriate
• Maintain a high standard of customer satisfaction, empathy, and professionalism in all interactions
• Follow internal processes and SOPs to ensure consistent service quality
• Meet or exceed productivity and quality expectations for response time and ticket resolution

Requirements:

• 1 - 2 years of experience in customer service, preferably in eCommerce or a high-volume support environment
• Experience handling email and/or live chat support within ecommerce domain
• Strong written communication skills with excellent grammar and tone
• Ability to manage a high volume of customer conversations efficiently
• Strong attention to detail and ability to follow processes
• Comfortable using customer support platforms and learning new tools quickly
• Self-motivated and able to work independently in a remote environment
• Experience with customer support platforms such as Zendesk, Richpanel, or similar systems
• Familiarity with subscription-based eCommerce businesses
• Interest in health, nutrition, or wellness products