Social Media Customer Support Agent - US Remote

About the Company

Paleovalley and Wild Pastures were founded on the belief that genuine, nutrient-rich food can heal people, animals, and the environment. Motivated by the founders' personal journeys and a commitment to sustainable agriculture, the company produces high-quality snacks and supplements made from organic ingredients and partners with regenerative farmers. The team is dedicated, innovative, and mission-driven to transform the food system through thoughtful choices.

Role Overview

The Social Media Customer Support Agent will handle private messages and comment responses across platforms such as Facebook, Instagram, TikTok, and YouTube, with potential to expand to other channels. Maintaining quick and consistent reply times while adhering to brand guidelines and saved response templates is essential. This role also involves coordinating with internal teams by escalating important inquiries and identifying notable trends among customer interactions on social media accounts for Paleovalley, Wild Pastures, and Dr. Autumn Smith.

Responsibilities

• Reply timely to private messages on Facebook, Instagram, TikTok, and YouTube.
• Respond to comments on posts, advertisements, and videos using predefined saved replies aligned with brand standards.
• Ensure rapid response cadence and compliance with company communication protocols.
• Identify and hide or report spam, flag abusive or sensitive comments to the Customer Service team.
• Detect unusual patterns or customer concerns, reporting these to the Customer Service department.
• Escalate inquiries needing internal evaluation appropriately.
• Transform complex social media questions into tickets for further Customer Service follow-up.
• Use Brandwatch software to monitor and manage incoming social media communications.
• Adhere strictly to all brand guidelines, standard operating procedures, and communication instructions.

Qualifications

• Previous experience in customer service or social media engagement roles.
• Excellent written communication abilities.
• Ability to work independently while following established processes and standards.
• Familiarity with social media platforms and Brandwatch is advantageous but not mandatory.
• Must be legally authorized to work in the United States and reside in one of the approved states due to tax and regulatory requirements: AR, AZ, CA, CO, FL, GA, ID, IL, LA, MD, MO, NC, NJ, NV, NY, OH, TX, VA, WA, WI, or WY.

Compensation and Benefits

• Hourly wage between $18 and $21.
• Employer-covered medical, dental, and vision benefits; dental and vision fully paid, medical requires a small employee premium. Dependent coverage available at employee cost.
• Generous paid time off and paid sick leave to support work-life balance and health.
• Six paid holidays annually.
• Paid parental leave benefits for growing families.
• Company-paid Short-Term and Long-Term Disability insurance plus Life Insurance.
• 401(k) plan with company matching up to 4% after one year of service.
• Monthly product stipend or access to imperfect products to enjoy nutrient-dense foods associated with the brands.

Equal Opportunity and Compliance

Paleovalley and Wild Pastures are equal opportunity employers committed to hiring based on qualifications without discrimination. Reasonable accommodations are available during the hiring process upon request. Applicants must be authorized to work in the U.S.; visa sponsorship is not provided. Employment offers are conditional on eligibility verification and completion of Form I-9. The company uses technology-assisted application review but final hiring decisions remain human-driven. This position is open until filled.