Customer Service Agent (US, Remote)

Paleovalley is hiring a Customer Service Agent to serve as the first point of contact for Wild Pastures customers. The role provides friendly, accurate, and timely support through email, live chat, and phone, helping customers with orders, accounts, subscriptions, and product questions while resolving or escalating concerns as appropriate.

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
• Cover scheduled daily phone support shifts, handling inbound calls and callbacks while meeting call-volume goals
• Deliver a warm, clear, and efficient experience over the phone, knowing when to escalate longer or complex calls
• 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
• Be available and responsive during assigned shifts, and communicate absences or scheduling changes to your manager as early as practicable so the team can plan coverage and customer handoffs

Requirements:

• 1-2 years of experience in customer service, preferably in eCommerce or a high-volume support environment
• Experience handling email, live chat and/or phone support
• 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
• Comfort using customer support platforms and learning new tools quickly
• Self-motivated and able to work independently in a remote environment
• All applicants must be authorized to work in the United States
• At this time, Paleovalley and Wild Pastures are unable to sponsor or assume sponsorship of employment visas, including but not limited to H-1B, TN, or OPT
• 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