E-Commerce Customer Service Agent

**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 - Str…