Tier 1 Customer Service Representative

Overview Paleovalley is seeking a Tier 1 Customer Service Representative to provide frontline support to customers via email and live chat. This full-time, remote role offers $18/hour plus comprehensive benefits, including health, dental, vision, 401(k), paid parental leave, and generous PTO. The successful candidate will handle order-related inquiries, troubleshoot basic issues, and ensure each interaction reflects Paleovalley’s commitment to exceptional service. Key Job Details Job Title: L1 Customer Service Representative Employer: Paleovalley Location: Remote (US-based, restricted to AR, AZ, CA, CO, FL, GA, ID, IL, LA, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, WY) Pay: $18/hour Job Type: Full-Time, Regular (Exempt) Reports To: Director of Customer Service Schedule: Monday–Friday, 9:00 am–5:00 pm or 10:00 am–6:00 pm (CT); occasional evenings/weekends About Paleovalley Paleovalley is a health-conscious snack and supplement company committed to sourcing from certified organic farmers using regenerative practices. Its sister company, Wild Pastures , delivers 100% grass-fed, pasture-raised meats and sustainably caught seafood directly to customers, supporting small-scale family farmers across the US. Key Responsibilities Respond to customer inquiries via email and live chat Assist with order status, shipping updates, account access, subscription management, and product questions Troubleshoot and resolve basic customer concerns independently Document customer interactions accurately in support systems Use internal knowledge bases and saved replies for consistent responses Escalate complex issues to Tier 2 or leadership when necessary Maintain high standards of empathy, professionalism, and customer satisfaction Follow SOPs to ensure consistent service quality Meet productivity and quality goals for response time and ticket resolution Candidate Requirements Essential: 1–2 years of customer service experience (preferably in eCommerce or high-volume support) Experience handling email/live chat support Strong written communication skills with excellent grammar and tone Ability to manage high-volume conversations efficiently Attention to detail and process adherence Comfortable using support platforms and learning new tools Self-motivated and able to work independently in a remote environment Preferred: Experience with Zendesk, Richpanel, or similar platforms Familiarity with subscription-based eCommerce businesses Interest in health, nutrition, or wellness products Benefits $18/hour pay rate Medical, dental, and vision coverage (100% employer-paid dental/vision; low medical premium) Paid time off, sick time, and 6 paid holidays annually Paid parental leave Company-paid short-term disability, long-term disability, and life insurance 401(k) with up to 4% company match after one year Monthly product stipend or access to discounted products Application Process How to Apply: Submit your application via Paleovalley’s careers portal. Highlight your eCommerce and customer service experience. Shortlisted candidates will be contacted for interview.

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