L1 Customer Service Representative (Remote, US)

L1 Customer Service Representative Pay Rate: $18/hour Benefit Eligible: Yes Location: Remote (WFH) with location restrictions within the United States. For tax and compliance purposes, this role is open only to candidates that will work or reside in the following states: AR, AZ, CA, CO, FL, GA, ID, IL, LA, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, WY. Classification: Exempt, Regular Full-time Reports to: Director of Customer Service The Company Paleovalley is a modern health-conscious snack and supplement company. We are committed to making delicious, high-quality products that do not cut corners. We source from certified organic farmers using regenerative agricultural practices. Our goal is to support our customers with better alternatives to the health-damaging junk foods and synthetic supplements lining the grocery store shelves. Wild Pastures, our sister company, is on a mission to transform the meat industry. We deliver 100% grass fed, pasture-raised, environmentally-regenerative beef, chicken and pork and sustainably caught, wild seafood directly to our customers’ doors. We have incredibly high standards for our meat – all being raised in the USA by small-scale family farmers on lush pastures free from human-caused chemicals. The Hiring Process Our hiring team will review your experience to determine if it matches our needs. We review as many applications as we can using human review, not resume parsers or AI. We have implemented a “No Ghosting” policy where we strive to provide a response to as many candidates as we can, especially for those that take the time to interview with us. Due to high volume, we can’t always provide feedback on applications. Emails from us will come from either paleovalley.com or applytojob.com, so please whitelist those domains or check your spam folder to make sure you don’t miss communications. The Opportunity The Customer Service Agent (Tier 1) provides frontline support to customers through email and live chat, delivering prompt, accurate, and courteous assistance. This role is responsible for addressing common customer inquiries, guiding customers through account and order-related questions, and ensuring each interaction reflects Paleovalley’s commitment to exceptional service. Tier 1 Agents serve as the first point of contact for customers and are expected to efficiently manage a high volume of support tickets while maintaining strong standards of quality, empathy, and professionalism. Key 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 Competencies • Empathetic and Positivity • Reliability and Accountability • Strong Communication and Collaboration • Detail-Oriented • Proactiveness and Multitasking Required Education and Experience • 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 Preferred Education & Experience • 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 Our Commitment to You • Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees; dependents may be added at employee cost • Generous Paid time off to support balance and rest • Paid sick time for when you need it • Six (6) paid holidays each year • Paid parental leave for growing families • 100% company-paid Short-Term Disability, Long-Term Disability, and Life Insurance • 401(k) with up to a 4% company match after one year of service • Monthly product stipend or access to perfectly imperfect damaged product so you can enjoy the nutrient-dense foods you help bring to others Position Type/Expected Hours of Work This is a full-time position during regular business hours (for example, Monday through Friday, from 9:00 a.m. to 5:00 p.m. or 10:00 a.m. to 6:00 p.m. (CT)) Occasional evening and weekend work may be required as job duties demand. This position does not require travel. Compliance and Employment Practices: Paleovalley and Wild Pastures are proud to be equal opportunity employers. All employment decisions — including hiring, promotion, discipline, and termination — are made based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, national origin, ancestry, age, sex, gender identity or expression, sexual orientation, disability, medical condition, pregnancy, genetic information, marital status, veteran status, or any other status protected by applicable federal, state, or local law. We are committed to providing reasonable accommodations to qualified individuals with disabilities. If you need assistance or an accommodation during the application or hiring process, please reach out to HRteam@paleovalley.com to let us know. Reasonable accommodations are considered on a case-by-case basis in accordance with the Americans with Disabilities Act (ADA) and applicable laws. Applicants must be authorized to work in the United States for any employer. 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. This role is open until filled. Apply tot his job Apply To this Job