• Provide professional live support assistance to clients worldwide • Respond to client emails and support account opening, amendments and account maintenance processes • Handle back-office and client-related queries in a timely manner • Promote company products and services to prospective and existing clients • Identify sales opportunities and proactively engage clients to drive conversions and retention • Build and maintain strong relationships with prospective and existing clients • Follow up with leads and assist clients throughout the onboarding process • Support clients with technical and troubleshooting issues related to trading platforms • Deliver high-quality customer service and ensure client satisfaction at all times • Liaise with internal departments to resolve client issues efficiently • Maintain professional telephone etiquette and communication standards • Contribute to team goals and achieve targeted sales and service results.

Role Description The Customer Service Supervisor exists to lead frontline performance with consistency, clarity, and care across the assigned support function, whether phone, email, live chat, or a blend of channels. This role is responsible for: - Coaching people and maintaining service standards. - Strengthening onboarding and quality practices. - Creating the operating rhythm that helps agents deliver a high-trust customer experience. - Supporting the phone team, including real-time agent support, phone coverage oversight, call quality, escalation handling, coaching, and ensuring the team is staffed and prepared. Qualifications - 2-3 years of customer service, contact center, or support operations experience. - At least 1 year in a people leadership, supervisor, or team management capacity. - Experience coaching frontline employees on service quality, productivity, communication, and customer handling skills. - Strong written and verbal communication skills. - Ability to maintain a dedicated, distraction-free workspace. Requirements - Working knowledge of QA reviews, escalations, scheduling, attendance management, and performance documentation. - Comfort using support and business tools such as Help Scout, phone systems, Shopify, Google Workspace, and Slack. - Ability to interpret performance data and spot trends. - Experience supporting or leading phone-based customer service teams. - Comfort balancing people leadership with operational awareness. Benefits - Medical, dental, and vision coverage with 100% employer-paid dental/vision and a small monthly medical premium for employees. - 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. Company Description Paleovalley and Wild Pastures were born from a simple but radical idea: real food can heal — people, animals, and the planet. 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. We’re a team of grounded doers, curious thinkers, bold builders, and warm humans who like to laugh while doing meaningful work. 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!

Role Description The Customer Service Supervisor exists to lead frontline performance with consistency, clarity, and care across the assigned support function, whether phone, email, live chat, or a blend of channels. This role is responsible for: - Coaching people and maintaining service standards. - Strengthening onboarding and quality practices. - Creating the operating rhythm that helps agents deliver a high-trust customer experience. - Supporting the phone team, including real-time agent support, phone coverage oversight, call quality, escalation handling, coaching, and ensuring the team is staffed and prepared to deliver a consistent customer experience. What You’ll Do - Lead day-to-day people management for assigned agents and Customer Service Team Leads. - Set clear expectations around service quality, productivity, schedule adherence, and customer experience. - Own quality oversight for the assigned function by reviewing interactions and delivering actionable feedback. - Support hiring and onboarding by partnering with the Director of Customer Service. - Monitor team performance against key service metrics and identify risks and improvement opportunities. - Approve timecards, paid time off, and scheduling requests. - Serve as an escalation point for complex customer situations. - Partner with Team Leads and peers to maintain smooth daily operations. - Document performance themes, development needs, and operational observations. - Help strengthen team engagement, accountability, and retention. - Oversee day-to-day phone team operations. - Partner with the Director of Customer Service to review staffing needs and performance. - Provide direct, supportive, and actionable coaching on phone handling and customer interactions. - Maintain visibility into recurring customer concerns and communicate trends to leadership. Qualifications - 2-3 years of customer service, contact center, or support operations experience. - At least 1 year in a people leadership, supervisor, or team management capacity. - Experience coaching frontline employees on service quality and customer handling skills. - Working knowledge of QA reviews, escalations, scheduling, and performance documentation. - Comfort using support and business tools such as Help Scout, phone systems, Shopify, Google Workspace, and Slack. - Strong written and verbal communication skills. - Ability to maintain a dedicated, distraction-free workspace. - Experience supporting or leading phone-based customer service teams. - Comfort balancing people leadership with operational awareness. Bonus Points - Experience supporting both phone and written support channels in an e-commerce environment. - Experience in CPG, natural foods, subscription, wellness, or mission-driven consumer brands. - Familiarity with onboarding design, calibration practices, or continuous improvement work inside customer service. - Experience supporting distributed or fully remote customer service teams. - Personal alignment with real food, regenerative agriculture, or wellness-focused brands. - Comfort working within evolving processes and helping shape operational improvements. Benefits - Medical, dental, and vision coverage with 100% employer-paid dental/vision. - 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. Company Description Paleovalley and Wild Pastures were born from a simple but radical idea: real food can heal — people, animals, and the planet. 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. We’re a team of grounded doers, curious thinkers, bold builders, and warm humans who like to laugh while doing meaningful work. 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!

• Respond to customer enquiries via email, live chat, and phone in a timely and professional manner • Diagnose and resolve customer issues, escalating complex cases where necessary • Maintain accurate records of all customer interactions in the CRM system • Follow up with customers to ensure issues are fully resolved and satisfaction is confirmed • Identify recurring issues and flag them to the product or operations team • Contribute to the development and improvement of support documentation and FAQs • Meet individual and team SLA targets consistently