L1 Customer Service Representative (Remote, US)
About The Position
The Customer Service Agent (Tier 1) provides frontline support to customers through email and live chat, delivering prompt, accurate, and courteous assistance. This role is responsible for addressing common customer inquiries, guiding customers through account and order-related questions, and ensuring each interaction reflects Paleovalley’s commitment to exceptional service. Tier 1 Agents serve as the first point of contact for customers and are expected to efficiently manage a high volume of support tickets while maintaining strong standards of quality, empathy, and professionalism.
Requirements
- 1 - 2 years of experience in customer service, preferably in eCommerce or a high-volume support environment
- Experience handling email and/or live chat support within ecommerce domain
- 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
- Comfortable using customer support platforms and learning new tools quickly
- Self-motivated and able to work independently in a remote environment
Nice To Haves
- 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
Responsibilities
- 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
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
