Customer Support Agent

Panda Drum is the world's biggest steel tongue drum brand. Our instruments bring calm to hundreds of thousands of customers across the US, and we're growing fast into Q4, our biggest season of the year.

Customer support is not a cost center here. It is the backbone of this business. Our customers are often buying a gift, a way to relax, or their first instrument ever, and how we treat them is why they come back and tell their friends. We do whatever it takes to leave a customer happy. If that sentence excites you instead of scaring you, keep reading.

What you'll do

• Answer customer emails and chats (order status, returns, product questions, tuning issues) with warmth, speed, and judgment
• Handle chargebacks and disputes with evidence and process
• Work inside Intercom, Shopify, Slack, and Notion
• Spot problems before they grow and flag them to the CS Manager
• Help us keep world-class response times through Q4 volume

What we're looking for

• 3+ years of customer support experience, preferably in e-commerce or a physical-product business, with at least 1.5 years at one company.
• Experience handling 100–150 tickets per day independently, while maintaining high-quality customer support.
• Strong problem-solving and time management skills, with the ability to handle urgent cases, manage backlogs, and work without constant supervision.
• Experience handling chargebacks, disputes, refunds, returns, and order-related issues.
• Excellent written English, with clear, friendly, and professional communication.
• Experience with Intercom, Zendesk, or Gorgias. Shopify experience is a big plus.
• Ability to learn new tools and processes quickly and work well in a busy environment.
• Based in Latin America and available Friday–Tuesday, 1 PM–10 PM Eastern Time, with flexibility to adjust shifts or work additional paid days during the Q4 peak season.
• Reliable, independent, and responsible, with a proactive approach to solving customer problems.

What you get

• $1,000-1,400 USD per month, based on experience
• 13th salary
• Q4 performance bonuses (on top of 13th salary)
• Paid holidays and national holidays off
• Fully remote with a flexible schedule
• A fast-moving team and a real path: our CS agents grow into senior and lead roles as we scale

Our process

Application → short screening call → test task → call with the hiring manager → offer. We move fast: most candidates hear back within 2 business days of every stage.