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.

• Job Title: L1 Customer Service Representative
• Employer: Paleovalley
• Location: Remote (US-based, restricted to AR, AZ, CA, CO, FL, GA, , 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

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.

• 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

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

• $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

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.

TO APPLY

Note:

This description reflects the current role details and is not a public notice of vacancies.