Customer Service Agent (US, Remote)

Reports to: Customer Service 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: This position has geographic-based pay ranges. Final compensation and geographic tier placement are determined based on the candidate's primary work location, skills, experience, and qualifications.

Tier 1 (Higher Cost Markets): $20.50 - $24.00

Tier 2 (National Markets): $19.00 - $22.00

Tier 3 (Lower Cost Markets): $17.00 - $19.50

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

For this position, as the first point of contact for our Wild Pastures customers, this person will provide friendly, accurate, and timely support through email, live chat, and phone.

In this role, you’ll help customers navigate common questions about their accounts and orders, bringing empathy, professionalism, and attention to detail to each interaction.

You’ll work assigned shifts as part of a coordinated team schedule that helps us stay available for customers and share the workload. This role is responsible for being available during your scheduled hours and communicating promptly when your availability changes. This helps the team plan coverage, support one another, and provide a consistent customer service experience.

What You’ll Do

• 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.

What You’ll Need to Succeed

• 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.

Bonus Points

• 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.

What Success Looks Like

• Resolve most customer inquiries without escalation.
• Maintain high-quality responses while managing ticket volume.
• Communicate clearly and empathetically with customers.
• Contribute to a positive and supportive team environment.

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 [email protected].

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.