Sr. Manager, E-Commerce Customer Service
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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
- 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; escalate to leadership only when genuinely warranted
- 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
- 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
Benefits
- Medical, Dental, Vision, and Life Insurance benefits
- 401(k) with company match
- Paid holidays, floating holiday, and PTO
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
