Sr. Manager, E-Commerce Customer Service

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

Location: Rancho Santa Margarita, CA
Work Type: Hybrid (3 days onsite required)
FLSA Status: Exempt
Compensation: $110,000.00 - $130,000.00 annually depending on experience and alignment with the role

Who We Are

At 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.

About the Role

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.

What You’ll Do

Team Leadership

• Manage, coach, and develop a rockstar team of Customer Service Agents
• Own performance management: set clear expectations, address gaps, and make the hard calls when needed
• Lead hiring, onboarding, time management, and training of team members
• Foster an accountable, supportive team culture

Operations & Service Quality

• Own coverage, scheduling, ticket distribution, and service levels day to day
• Conduct regular ticket reviews and coach agents on quality and decision-making
• Handle escalations: make the call, ensure resolution, follow through
• Make operational decisions independently; escape to leadership only when genuinely warranted

Tools, Training & Process

• Maintain SOPs, macros, and agent resources ensuring they are accurate, current, and actually used
• Identify and implement process improvements without being asked
• Partner with the CS Team Lead on training content and curriculum
• Serve as the primary point of knowledge for CS platforms including Gorgias, Shopify, Route, Loop, and Recharge

Cross-Functional Partnership

• Surface customer feedback and trends proactively to Product, Customer Insights, Marketing, and Supply Chain
• Prepare the team ahead of launches, campaigns, and peak seasons
• Represent Customer Service cross-functionally with clarity and a clear point of view

What You Bring

Required

• 5+ years of customer service experience in a DTC or e-commerce environment - this is a hard requirement
• 3+ years of direct people management experience with a demonstrated ability to lead teams
• Proven track record of making operational decisions without step-by-step direction
• Deep proficiency with help-desk software such as Gorgias, Zendesk, or similar
• Experience managing remote or distributed Customer Service teams
• Strong communicator; direct, clear, and able to deliver effective feedback
• Comfortable in a fast-moving environment where priorities shift and you figure it out

Preferred

• Experience with subscription-based e-commerce and platforms like Recharge or Loop
• Familiarity with AI tools, automations, or emerging CS technologies
• Background at a growth-phase or mid-sized DTC brand

What Success Looks Like

• The CS department runs without requiring constant leadership direction
• Customers consistently receive high-quality support
• The team feels supported, coached, and accountable
• Performance gaps are addressed early and directly
• Customer feedback reaches the right cross-functional partners proactively
• You’ve earned the trust of your team and leadership by being reliable, direct, and consistently on top of your department

What We Offer

• Hybrid work flexibility with 9am to 4pm working hours
• Medical, Dental, Vision, and Life Insurance benefits
• 401(k) with company match
• Paid holidays, floating holiday, and PTO
• The opportunity to be part of a growing brand focused on helping people live healthier lives

What to Expect

Our 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 team
• A second video interview with the hiring manager focused on your experience, approach, and expertise
• A final onsite interview with team members and cross-functional partners

We 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.