Customer Service Agent

Location: Rancho Santa Margarita, CA
Schedule: Monday - Friday, 9:00am - 4:00pm
Work Type: Hybrid (3 days in office required) after training completion
FLSA Status: Non-Exempt

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

We’re hiring a Customer Service Agent to help deliver a thoughtful, solutions-oriented experience to our customers across multiple support channels.

Direct customer service experience in an e-commerce, direct-to-consumer, or SaaS environment is required for this role. Candidates should have experience supporting customers in a fast-paced, systems-driven business with product, order, account, and subscription complexity.

The right person for this role is calm under pressure, communicates clearly, solves problems thoroughly, and knows how to create a positive customer experience even in challenging situations. This person will play an important role in building trust with our customers and representing the Clearly Filtered brand with empathy, professionalism, and sound judgment.

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.

What You’ll Do

Customer Support & Issue Resolution

• Support customers across email, chat, phone, and other channels
• Troubleshoot issues thoroughly and guide customers toward the best possible resolution
• Communicate clearly, accurately, and in a way that reduces customer effort
• De-escalate challenging situations with empathy, professionalism, and good judgment
• Maintain accurate documentation of customer interactions and follow-up needs
• Build strong knowledge of Clearly Filtered products, policies, and troubleshooting practices

Brand Representation & Communication

• Represent Clearly Filtered in a warm, trustworthy, and professional way
• Deliver thoughtful, human communication that feels clear, helpful, and confident
• Reinforce the brand through strong service and positive customer interactions

Collaboration & Continuous Improvement

• Participate actively in team communication, meetings, and shared problem-solving
• Surface recurring customer pain points, trends, or process gaps
• Contribute to improvements in workflows, documentation, and customer experience

Operational Excellence

• Work efficiently within tools such as Gorgias, Shopify, Loop, Recharge, and Google Workspace
• Manage multiple customer conversations and tasks while staying organized and detail-oriented
• Follow established processes while using sound judgment based on customer context

What You Need to Have

• 2+ years of direct customer service experience in an e-commerce, direct-to-consumer, or SaaS environment is required
• Strong written and verbal communication skills
• Strong troubleshooting, problem-solving, and active listening skills
• Ability to remain calm, empathetic, and professional in challenging customer situations
• Strong organization and ability to manage multiple priorities at once
• Experience in a product-based or subscription-based business
• Experience with Gorgias, Shopify, Loop, Recharge, or similar support and e-commerce platforms
• Familiarity with identifying trends and contributing to service improvements

What We Offer

• A collaborative, supportive team environment
• A consistent Monday - Friday schedule with daytime hours that support work/life balance
• Hybrid work flexibility with 3 in-office days each week after training is complete
• Medical, dental, vision, and life insurance benefits
• 401(k) with company match
• Paid holidays and PTO
• The opportunity to be part of a growing brand doing meaningful work that helps people live healthier lives

Compensation

$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.