E-Commerce Customer Service Agent
About the role
The E-Commerce Customer Service Agent 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.
Responsibilities
- 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
Requirements
- 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 or technical information
- 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
Qualifications
- 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
- Moves with urgency while maintaining a high level of quality
- Takes full ownership of issues from start to finish
- Resourceful and self-sufficient, with good judgment on when to escalate
- Thrives in fast-paced, high-volume environments
- Adaptable and comfortable with evolving processes and ambiguity
Skills
- Strong problem-solving skills
- Ability to communicate solutions effectively
- Experience with e-commerce and SaaS customer support
- Ability to navigate multiple systems and synthesize information quickly
- High attention to detail and accuracy
- Clear and confident communication
- Strong judgment and prioritization skills
- Comfortable operating in ambiguity
- Collaborative team player
- Ability to troubleshoot complex issues
- Ability to move with urgency while maintaining quality
- Self-sufficiency and good judgment on escalation
- Adaptability and comfort with evolving processes
Benefits
- Medical, Dental, Vision, and Life Insurance benefits
- 401(k) with company match
- Paid holidays, floating holiday, and PTO
Pay
$33.50 - $35.50 per hour (equivalent to approximately $56,615 - $59,995 annually based on scheduled shift of 9am - 4pm). Compensation will be based on experience and alignment with the role.
Schedule
Monday - Friday | 9:00am - 4:00pm
Work Type
Hybrid (3 days onsite required)
FLSA Status
Non-Exempt
Company Information
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.
Apply
To apply, please attach your resume or paste it here and follow the instructions provided.