Social Media Customer Support Agent (US, Remote)

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 regeneratively 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.

Responsibilities

• Respond to private messages across Facebook, Instagram, TikTok, and YouTube
• Reply to comments on posts, ads, and videos using established saved replies
• Maintain a fast response pace and follow brand standards
• Hide or report spam and flag abusive or PR-sensitive comments to the Customer Service team
• Flag unusual trends or customer concerns to the Customer Service team
• Escalate inquiries that require internal review to the Customer Service team
• Convert complex social inquiries into tickets for the Customer Service team
• Work within Brandwatch to manage incoming social messages and comments
• Follow all brand guidelines, SOPs, and communication instructions

Requirements

• Experience with customer service or social media engagement
• Strong written communication skills
• Comfort working independently and following established processes

Qualifications

• Familiarity with social platforms and Brandwatch is helpful, though not required
• Authorized to work in the United States

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
• Monthly product stipend or access to perfectly imperfect damaged product so you can enjoy the nutrient-dense foods you help bring to others

Pay

$18 - $21 per hour

Schedule

Full-time, remote position