E-Commerce Customer Support Specialist
Rancho Santa Margarita, CA
Full Time
Mid Level
Who We Are
Clearly 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 Role
The 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 Do
Customer Support & Issue Resolution
$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 Employer
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.
Clearly 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 Role
The 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 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
- 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
- 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
- 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
- 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
- Consistent schedule: Monday–Friday, 9:00 AM – 4:00 PM
- Hybrid flexibility: In-office collaboration with the ability to work from home after onboarding (typically 3 days onsite)
- Comprehensive benefits: Medical, dental, vision, and life insurance
- 401(k) with company match
- Paid time off and company holidays
- Collaborative team: Work closely with a supportive, high-performing group that shares knowledge and holds a high bar
- Meaningful work: Be part of a company focused on delivering safer, cleaner water and building trust with customers
$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 Employer
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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