Customer Service Support - Paleovalley

Paleovalley & Wild Pastures are revolutionising health for both customers and the planet. They offer high-quality, sustainably-sourced products through our e-commerce platforms. Paleovalley provides customers with premium ingredients, and Wild Pastures collaborates with family farmers to supply grass-fed and pasture-raised meats at unbeatable prices. The two companies have seen rapid annual growth (60% to 100%) and aim to extend this momentum to maximise their positive global impact.

The diverse team of 85, spread across multiple U.S. states and, very soon, internationally, encompasses roles in marketing, media buying, design, operations, logistics, and more. As a family-owned business, Paleovalley strives for a work environment that's fun, challenging, and rewarding, promoting physical and mental well-being.

The company culture thrives on unity, respect, and empowerment. Here are a few words from the team members:

"Working at Paleovalley, I've found a mission-driven company that aligns with my values and cultivates an exceptional work environment."

"Paleovalley is a company that truly cares about its employees. The atmosphere is kind and supportive."

"Since day one, I've felt an incredible level of support and positivity from the team."

Sounds like your dream workplace? Then keep on reading! 

Do you have a knack for resolving issues and connecting with people? 

Can you juggle multiple tasks like a pro, while providing top-notch service and meeting response deadlines? 

As Paleovalley continues to expand, the demands on its Customer Service Team have also escalated. To uphold their commitment to delivering unmatched customer service with same-day response times, they are counting on YOU. Come onboard, shoulder the surge, and help Paleovalley preserve the exceptional customer care the brand is celebrated for!

💼 Your Main Tasks?

For the Customer Service Support, you'll be tasked with managing Tickets and Live Chats, ensuring that no query is left unanswered, with a target response time under 10 hours (to be reduced to 2 hours by the end of the year). 

You will also contribute to improving the process, by creating new saved replies and providing insights to make things better.

🌱 Training and Growth

Never fear, Paleovalley won’t throw you in at the deep end. From Day 1, you'll embark on an in-depth, four-week onboarding/training journey. Though you'll start getting hands-on from day one, the team will ensure you have the support and resources you need to excel. The first few weeks will be dedicated to learning the ropes and setting goals for the future.

👋 Why Join Paleovalley?

Paleovalley is a passionate, tight-knit team, all sharing a common love for providing outstanding customer service. If you enjoy being a part of a dynamic group where your contribution makes a real difference, Paleovalley is the place for you.

Sounds like your cup of tea? Excellent! Paleovalley is excited to welcome you to the team and start this journey together.

Requirements

Paleovalley is on the hunt for self-driven individuals, brimming with positivity and motivation, ready to seize new opportunities. You'll thrive in this kind of environment if you have an inherent knack for e-commerce and social media, paired with a tenacious spirit to take ownership and elevate customer satisfaction to new heights.

Therefore, to really succeed in this role, you need to have:

🔸 At least 1 year of experience in a small e-commerce business.

🔸 Familiarity with Shopify, HelpScout, or Groove is preferred but not mandatory.

🔸 A minimum of 6 months of experience with social media moderation on Facebook and Instagram.

🔸 Proficiency in using Slack, GSuite, Meta Business Suite, Instagram, and Facebook.

🔸 A go-getter attitude, positive energy, and self-motivation.

🔸 The readiness to innovate, try new things, and carve a unique path in your role.

🔸 The capacity to quickly clear outstanding responses while maintaining the high-quality customer service we're proud of.

While it's a plus if you have experience with Shopify, GrooveHQ, HelpScout, or Gorgias, these are not deal-breakers. What truly matters to the team is your spirit to excel, your dedication to customer satisfaction, and your zeal to make this role your own.

Benefits

🎁 What's in it for you?

• Competitive salary: $1440 - $1760* per month depending on your experience
• Full-Time Employment: This role is full-time, ensuring you'll have plenty of opportunities to make an impact and thrive.
• Work Schedule: Work from Monday to Friday, 12am - 8am EDT.
• Team Meetings: The weekly meetings are an excellent opportunity to connect, align, and plan for the week ahead. Here is the meeting schedule:
• Entire WP/PV Team Meeting: Every Tuesday at 2:00 pm EST, you’ll need to be available until at least 2:30 pm EST.
• Entire CS Team Meeting: Every Thursday at 1:00 pm EST.
• Social Team Meeting: Every Friday at 11:30 am EST.
• Monthly 1:1 Meetings with Manager: Scheduled individually for personal updates and discussions.
• Career Advancement: As Paleovalley continues to expand, they foresee the need for team leads in the future. While this is not an immediate opportunity, your growth and advancement are definitely on the radar!

If you're ready to join a team where your contribution matters and your career growth is a part of the plan, Paleovalley is the place for you.

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

This job opening is actively seeking the perfect candidate and will close once found. To ensure your application is considered, take the time to carefully read the job description and submit a high-quality application that stands out.

JobRack has been contracted by Paleovalley to support them in their hiring process on their behalf.

As part of this, the JobRack team has gained a full understanding of the needs of Paleovalley and will review, filter, screen and test candidates in line with this.

Candidates that best meet the needs of Paleovalley will be submitted as part of a final shortlist. Feedback will be provided throughout the process.

At the request of Paleovalley applications for this position must be submitted through JobRack and direct contact with the employer is not desired.

The hiring process for this position will include the following steps:

1. Completing the application form on JobRack.
2. Recording a short video introduction of yourself.
3. If shortlisted, completing test tasks.
4. Attending video interviews to discuss your previous experience and the new role in more detail.

Please note that this position requires 100% commitment and is not suitable for those seeking a side job, freelance work, or part-time employment. It is important to only apply if you intend this to be your primary and only full-time job. Any attempts to work multiple full-time jobs without the knowledge of your employer may result in termination and a ban from applying to other jobs on the JobRack site.

– Only candidates from Eastern Europe and South Africa are eligible to apply –

Got questions about working remotely? Check out JobRack’s FAQ for answers to everything you might want to know. https://jobrack.eu/jobseeker-faq