[Hiring] Customer Service Agent @Paleovalley & Wild Pastures

Role Description

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.

Qualifications

• 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.

Benefits

• 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.