E-Commerce Customer Service Agent

Job Description

Job Description

Location : Rancho Santa Margarita, CA
Schedule : Monday - Friday | 9:00am - 4:00pm
Work Type : Hybrid (3 days onsite required)
FLSA Status : Non-Exempt
Compensation : $33.50 - $35.50 per hour (equivalent to approximately $56,615 - $59,995 annually based on scheduled shift of 9am - 4pm). Compensation will be based on experience and alignment with the role.

Who We Are
At Clearly Filtered, our mission is to help people live well, starting with the water they drink. We build high-performance filtration products backed by science and rigorous third-party testing, because trust isn’t claimed, it’s earned. Our technology is purpose-built to remove what others miss, so every person who finds us is genuinely better off for it.

About the Role

The E-Commerce Customer Service Agent owns the end-to-end resolution of customer issues across orders, subscriptions, and product experience. This role requires strong critical thinking, sound judgment, and the ability to navigate systems while delivering a high-quality, trust-building customer experience. You will serve as both a problem solver and a product expert, ensuring customers receive clear, accurate, and effective support.

This role is based in Rancho Santa Margarita, CA. Candidates should only apply if they are able to work onsite at least 3 days per week upon onboarding completion.

What You’ll Do

Customer Support & Issue Resolution

• Deliver high quality support across phone, email, and chat with strong responsiveness and accuracy
• Diagnose and resolve complex issues across orders, subscriptions, shipping, and product performance
• Identify root causes and drive full resolution, not just immediate fixes
• Communicate clearly and confidently, guiding customers through solutions
• Take full ownership of issues from intake through resolution, ensuring nothing falls through the cracks

Systems Troubleshooting & Product Expertise

• Investigate issues across platforms
• Analyze order history, subscription activity, and system behavior to determine root causes
• Troubleshoot billing issues, system discrepancies, and workflow breakdowns
• Navigate multiple tools simultaneously while maintaining accuracy in a high volume environment
• Provide clear, actionable guidance on product usage and maintenance
• Translate technical knowledge into simple, customer-friendly explanations
• Develop deep expertise in products, systems, and customer journeys, staying ahead of updates and common failure points

Ownership, Judgment & Continuous Improvement

• Prioritize effectively, balancing speed, quality, and customer impact
• Exercise strong judgment in ambiguous or high-pressure situations
• Partner with team members to ensure consistency and share knowledge and best practices
• Contribute to documentation, training materials, and process improvements
• Identify recurring issues and recommend solutions to improve the customer experience

What You Bring

• 2+ years of experience in e-commerce/SaaS customer support, technical support, or similar roles  required
• Strong problem-solving skills with the ability to effectively communicate solutions
• Experience handling orders, subscriptions, billing, or product-related issues
• Ability to navigate multiple systems and synthesize information quickly
• High attention to detail and accuracy in fast-paced environments
• Clear, confident communicator who can simplify complex issues
• Strong judgment and ability to prioritize effectively
• Comfortable operating in ambiguity and solving problems without clear direction
• Collaborative team player who prioritizes team wins over individual accomplishments

Who You Are

• Positive, accountable team player who cares about the customer experience
• Detail-oriented and take pride in accuracy and getting things right the first time
• Clear and confident communicator, able to simplify complex or technical information
• Naturally curious and enjoy digging into problems 
• Strong problem solver, comfortable troubleshooting across systems and scenarios
• Move with urgency while maintaining a high level of quality
• Take full ownership of issues from start to finish
• Resourceful and self-sufficient, with good judgment on when to escalate
• Thrive in fast-paced, high-volume environments
• Adaptable and comfortable with evolving processes and ambiguity

What Success Looks Like

• Owns customer issues from start to finish , taking full responsibility until the customer has a clear, accurate, and complete resolution.
• Builds trust through every interaction by communicating with empathy, confidence, and professionalism while delivering an exceptional customer experience.
• Solves problems at the root cause , using strong critical thinking and sound judgment rather than relying on workarounds or quick fixes.
• Demonstrates deep product and systems expertise , confidently navigating orders, subscriptions, billing, and internal platforms to resolve complex issues.
• Maintains a high standard of quality and accuracy , balancing speed with attention to detail in a fast-paced, high-volume environment.
• Exercises strong judgment , knowing when to work independently, collaborate with teammates, or escalate issues appropriately.
• Contributes beyond individual tickets by identifying recurring issues, improving documentation, sharing knowledge, and helping strengthen team processes.
• Embraces continuous learning , quickly adapting to new products, systems, and processes while proactively expanding expertise.

What We Offer

• Hybrid work flexibility with 9am - 4pm working hours
• Medical, Dental, Vision, and Life Insurance benefits
• 401(k) with company match
• Paid holidays, floating holiday, and PTO
• The opportunity to be part of a growing brand focused on helping people live healthier live

What To Expect
Our interview process is designed to help us get to know you beyond your resume while giving you a clear picture of the role, team, and our work environment.

The process typically includes:

• An initial video interview with a member of our People team
• A second video interview with the hiring manager focused on e-commerce customer service experience, critical thinking, and problem-solving
• An onsite interview with team members and cross-functional partners, which includes an assessment.

We aim to keep the process thoughtful, communicative, and respectful of your time!

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Clearly Filtered is an equal opportunity employer and is committed to providing equal employment opportunities to all applicants and employees. We do not discriminate in any aspect of employment on the basis of any protected characteristic under applicable federal, state, or local law. This includes recruitment, hiring, compensation, promotion, training, discipline, and termination. Employment decisions are based on business needs, job requirements, individual qualifications, and merit.

 

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