Customer Support Agent

Description Reports to: Customer Support Supervisor Department: Customer Service Location: This is a fully remote U.S.-based position. Candidates must reside and work in one of the following states due to tax and compliance requirements: AR, AZ, CA, CO, FL, GA, ID, IL, LA, MD, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, or WY. FLSA Classification: Hourly, Non-Exempt Compensation: $18 - $21 per hour About the Company Paleovalley and Wild Pastures were born from a simple but radical idea: real food can heal — people, animals, and the planet. When Paleovalley co-founders Autumn and Chas Smith saw how industrialized food was affecting human health and the health of the land, they refused to play along. Autumn’s own journey of healing through nutrient-dense foods lit a fire that became Paleovalley. From there, the mission grew roots, sprouted wings, and eventually expanded into Wild Pastures to bring regeneratively raised meats directly to families nationwide. Today, Paleovalley crafts deeply nourishing snacks and supplements made with organic ingredients and honorable sourcing. Wild Pastures connects small American farmers practicing regenerative agriculture with customers who believe better food is worth fighting for. Every product, every partnership, and every decision is guided by a commitment to real ingredients, regenerative practices, and the belief that health is built from the soil up. We’re a team of grounded doers, curious thinkers, bold builders, and warm humans who like to laugh while doing meaningful work. We're growing quickly, fueled by purpose and a shared desire to repair the food system one thoughtful choice at a time. If you feel energized by impact, drawn to mission, and ready to join a company rewriting the future of food, we’d love to meet you! About the Opportunity The Social Media Customer Support Agent responds to private messages and comment responses across Facebook, Instagram, TikTok, and YouTube, with the possibility of additional platforms in the future. This role keeps response times fast and consistent while following the brand’s saved replies, SOPs, and customer service guidelines. This position supports the Customer Service team by making sure messages are addressed promptly and by escalating any concerns or questions to the internal team when needed across Paleovalley, Wild Pasture and Dr. Autumn Smith social accounts. What You’ll Do Respond to private messages across Facebook, Instagram, TikTok, and YouTube Reply to comments on posts, ads, and videos using established saved replies Maintain a fast response pace and follow brand standards Hide or report spam and flag abusive or PR-sensitive comments to the Customer Service team Flag unusual trends or customer concerns to the Customer Service team Escalate inquiries that require internal review Convert complex social inquiries into tickets for the Customer Service team Work within Brandwatch to manage incoming social messages and comments Follow all brand guidelines, SOPs, and communication instructions What You’ll Need to Succeed Experience with customer service or social media engagement Strong written communication skills Comfort working independently and following established processes Familiarity with social platforms and Brandwatch is helpful, though not required Authorized to work in the United States 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 Compliance & Employment Practices Paleovalley and Wild Pastures are proud to be equal opportunity employers. We make employment decisions based on qualifications, merit, and business needs, and we do not discriminate based on any status protected by applicable federal, state, or local law. We’re also committed to providing reasonable accommodations throughout the hiring process. If you need assistance or an accommodation at any point, please reach out to View email address on click.appcast.io . 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. Any offer of employment is contingent upon completion of Form I-9 and verification of work authorization. We participate in E-Verify to confirm eligibility to work in the U.S. To support an efficient and consistent application review process, we may use technology-assisted tools to help organize and review applications; however, these tools do not make hiring decisions. All final hiring decisions are made by our team. This role is open until filled. #LI-Remote