Customer Support Agent

About the role

Panda Drum, the world’s biggest steel tongue drum brand, is looking for a Customer Support Agent to join its fast‑growing team during the critical Q4 season. You will be the frontline for customers buying gifts, relaxing instruments, or their first drum, ensuring every interaction leaves them satisfied and eager to recommend us.

Key responsibilities

• Answer customer emails and live‑chat inquiries about orders, returns, product details, and tuning issues with warmth and speed.
• Handle chargebacks and disputes by gathering evidence and following established processes.
• Use Intercom, Shopify, Slack, and Notion daily to manage tickets and internal communication.
• Identify emerging problems, flag them to the Customer Support Manager, and help maintain world‑class response times during high‑volume periods.

Required profile

• Minimum 2 years of customer support experience, with at least 1.5 years at the same company.
• Proven ability to manage high ticket volume (100+ tickets per day).
• Hands‑on experience with chargeback and dispute resolution.
• Excellent written English.
• Experience with at least one of Intercom, Zendesk, or Gorgias; Shopify experience is a plus.
• Background in physical‑product e‑commerce preferred.
• Based in Latin America and able to work US business hours.

Required skills

• Intercom
• Zendesk or Gorgias
• Shopify
• Slack
• Notion
• Chargeback/dispute handling

What we offer

• Salary $1,000‑$1,400 USD per month, based on experience.
• 13th‑month salary and performance bonuses for Q4.
• Fully remote work with a fast‑moving team.
• Clear career path: agents can progress to senior and lead roles as the company scales.