Sr. Manager, E-Commerce Customer Service

Sr. Manager, E-Commerce Customer ServiceAt Clearly Filtered, we exist to build people up. We're on a mission to help people protect their health, starting with the water they drink. We create high-performance water filtration products backed by science and transparency, and we hold ourselves to a simple standard: every person who finds us should be better off for it.We're a growing direct-to-consumer company with a team that cares deeply about our employees, our customers, our products, and doing great work together.We're looking for a Sr. Manager, E-Commerce Customer Service to lead our Customer Service function and help deliver an exceptional experience for our customers. This is a people-first, execution-focused leadership role centered on coaching a strong team, driving performance, and creating an environment where people can do their best work.You'll step into an established function with a talented team and a strong operational foundation. We're looking for an experienced DTC or e-commerce Customer Service leader who can invest in our employees, navigate challenges with sound judgment, and continuously strengthen how the team operates. As Clearly Filtered grows, you'll play an important role in helping Customer Service grow with it! This is an onsite position based in Rancho Santa Margarita, CA. Candidates should only apply if they are able to work onsite three days per week.Team LeadershipManage, coach, and develop a rockstar team of Customer Service AgentsOwn performance management: set clear expectations, address gaps, and make the hard calls when neededLead hiring, onboarding, time management, and training of team membersFoster an accountable, supportive team cultureOperations & Service QualityOwn coverage, scheduling, ticket distribution, and service levels day to dayConduct regular ticket reviews and coach agents on quality and decision-makingHandle escalations: make the call, ensure resolution, follow throughMake operational decisions independently; escalate to leadership only when genuinely warrantedTools, Training & ProcessMaintain SOPs, macros, and agent resources ensuring they are accurate, current, and actually usedIdentify and implement process improvements without being askedPartner with the CS Team Lead on training content and curriculumServe as the primary point of knowledge for CS platforms including Gorgias, Shopify, Route, Loop, and RechargeCross-Functional PartnershipSurface customer feedback and trends proactively to Product, Customer Insights, Marketing, and Supply ChainPrepare the team ahead of launches, campaigns, and peak seasonsRepresent Customer Service cross-functionally with clarity and a clear point of viewWhat You BringRequired5+ years of customer service experience in a DTC or e-commerce environment - this is a hard requirement3+ years of direct people management experience with a demonstrated ability to lead teamsProven track record of making operational decisions without step-by-step directionDeep proficiency with help-desk software such as Gorgias, Zendesk, or similarExperience managing remote or distributed Customer Service teamsStrong communicator; direct, clear, and able to deliver effective feedbackComfortable in a fast-moving environment where priorities shift and you figure it outPreferredExperience with subscription-based e-commerce and platforms like Recharge or LoopFamiliarity with AI tools, automations, or emerging CS technologiesBackground at a growth-phase or mid-sized DTC brandWhat Success Looks LikeThe CS department runs without requiring constant leadership directionCustomers consistently receive high-quality supportThe team feels supported, coached, and accountablePerformance gaps are addressed early and directlyCustomer feedback reaches the right cross-functional partners proactivelyYou've earned the trust of your team and leadership by being reliable, direct, and consistently on top of your departmentWhat We OfferHybrid work flexibility with 9am to 4pm working hoursMedical, Dental, Vision, and Life Insurance benefits401(k) with company matchPaid holidays, floating holiday, and PTOThe opportunity to be part of a growing brand focused on helping people live healthier livesOur 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 teamA second video interview with the hiring manager focused on your experience, approach, and expertiseA final onsite interview with team members and cross-functional partnersWe aim to keep the process thoughtful, communicative, and respectful of your time.Clearly Filtered is an equal opportunity employer committed to creating an inclusive workplace for all employees and applicants.