Social Media Customer Support Agent

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 regenerative 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. If you feel energized by impact, drawn to mission, and ready to join a company rewriting the future of food, we’d love to meet you!

About the Opportunity

The Social Media Customer Support Agent responds to private messages and comment responses across Facebook, Instagram, TikTok, and YouTube, with the possibility of additional platforms in the future. This role keeps response times fast and consistent while following the brand’s saved replies, SOPs, and customer service guidelines.

This position supports the Customer Service team by making sure messages are addressed promptly and by escalating any concerns or questions to the internal team when needed across Paleovalley, Wild Pasture and Dr. Autumn Smith social accounts.

What You’ll Do

• 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
• 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

What You’ll Need to Succeed

• Experience with customer service or social media engagement
• Strong written communication skills
• Comfort working independently and following established processes
• Familiarity with social platforms and Brandwatch is helpful, though not required
• Authorized to work in the United States

Our Commitment to You

• 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