E-Commerce Customer Support Specialist

Who We AreClearly Filtered is a fast-growing direct-to-consumer brand on a mission to help people access cleaner, safer water through advanced filtration technology. As we continue to grow, the customer experience remains a critical part of how we build trust, support our community, and create lasting loyalty. We’re looking for someone who is passionate about helping people and excited to play a meaningful role in how customers experience our brand every day.About The RoleThe E-Commerce Customer Support Specialist 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 DoCustomer Support & Issue ResolutionDeliver high quality support across phone, email, and chat with strong responsiveness and accuracyDiagnose and resolve complex issues across orders, subscriptions, shipping, and product performanceIdentify root causes and drive full resolution, not just immediate fixesCommunicate clearly and confidently, guiding customers through solutionsTake full ownership of issues from intake through resolution, ensuring nothing falls through the cracksSystems Troubleshooting & Product ExpertiseInvestigate issues across platformsAnalyze order history, subscription activity, and system behavior to determine root causesTroubleshoot billing issues, system discrepancies, and workflow breakdownsNavigate multiple tools simultaneously while maintaining accuracy in a high volume environmentProvide clear, actionable guidance on product usage and maintenanceTranslate technical knowledge into simple, customer-friendly explanationsDevelop deep expertise in products, systems, and customer journeys, staying ahead of updates and common failure pointsOwnership, Judgment & Continuous ImprovementPrioritize effectively, balancing speed, quality, and customer impactExercise strong judgment in ambiguous or high-pressure situationsPartner with team members to ensure consistency and share knowledge and best practicesContribute to documentation, training materials, and process improvementsIdentify recurring issues and recommend solutions to improve the customer experienceWhat You Bring2+ years of experience in e-commerce/SaaS customer support, technical support, or similar roles requiredStrong problem-solving skills with the ability to effectively communicate solutionsExperience handling orders, subscriptions, billing, or product-related issuesAbility to navigate multiple systems and synthesize information quicklyHigh attention to detail and accuracy in fast-paced environmentsClear, confident communicator who can simplify complex issuesStrong judgment and ability to prioritize effectivelyComfortable operating in ambiguity and solving problems without clear directionCollaborative team player who prioritizes team wins over individual accomplishmentsWho You ArePositive, accountable team player who cares about the customer experienceDetail-oriented and take pride in accuracy and getting things right the first time Clear and confident communicator, able to simplify complex or technical informationNaturally 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 We OfferConsistent schedule: Monday–Friday, 9:00 AM – 4:00 PMHybrid flexibility: In-office collaboration with the ability to work from home after onboarding (typically 3 days onsite)Comprehensive benefits: Medical, dental, vision, and life insurance401(k) with company matchPaid time off and company holidaysCollaborative team: Work closely with a supportive, high-performing group that shares knowledge and holds a high barMeaningful work: Be part of a company focused on delivering safer, cleaner water and building trust with customersCompensation$33.50 – $35.50 per hour (Equivalent to approximately $56,615 – $59,995 annually based on the scheduled shift of 9am - 4pm)Compensation will be determined based on experience, qualifications, and overall alignment with the role.Equal Opportunity EmployerClearly 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.Powered by JazzHRirX16vddD7