Senior E‑Commerce Customer Service Leader (Hybrid)

Clearly Filtered, Inc.; Rancho Santa Margarita (CA); Hybrid; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) with company match

Paid holidays & PTO

Hybrid work flexibility

Job summary

Clearly Filtered, Inc. in Rancho Santa Margarita, CA, seeks a Sr. Manager, E-Commerce Customer Service to lead our Customer Service function and drive an exceptional buyer experience.

This leadership role emphasizes coaching a high-performing team, delivering results, and shaping a culture where people can do their best work. The role is onsite three days per week with hybrid flexibility. You’ll bring 5+ years in DTC/e-commerce CS and a track record of building strong teams while partnering with

Qualifications

• 5+ years of CS in a DTC/e-commerce environment.
• 3+ years of people management experience.
• Proven ability to make operational decisions independently.
• Proficiency with help-desk software e.g. Gorgias or Zendesk.
• Experience leading remote or distributed CS teams.

Responsibilities

• Lead and coach a rockstar Customer Service team.
• Own scheduling, ticket distribution, and service levels.
• Maintain SOPs, macros, and agent resources; drive process improvements.
• Partner with cross-functional teams to surface feedback and prepare for launches.

Skills

5+ years in DTC/e-commerce CS

3+ years of people management

Decision making without direction

Strong communication

Remote/distributed CS teams

Tools

Gorgias

Zendesk

Shopify

Route

Loop

Recharge

Job description

Clearly Filtered, Inc. in Rancho Santa Margarita, CA, seeks a Sr. Manager, E-Commerce Customer Service to lead our Customer Service function and drive an exceptional buyer experience.

This leadership role emphasizes coaching a high-performing team, delivering results, and shaping a culture where people can do their best work. The role is onsite three days per week with hybrid flexibility. You’ll bring 5+ years in DTC/e-commerce CS and a track record of building strong teams while partnering with