Customer Support Agent (Remote, Latin America)
Panda Drum Customer Support Agent (Remote, Latin America)
About Panda Drum
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 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.
What we're looking for
2+ years in customer support, with at least 1.5 years at one company (we hire stable people)
Experience handling high ticket volume (100+ per day)
Hands-on chargeback/dispute experience
Excellent written English
At least one of: Intercom, Zendesk, Gorgias. Shopify experience is a plus. Physical product / e-commerce background preferred
Based in Latin America, available on US hours
As published by recruitee
Full name, Email, CV, Phone
- LinkedIn profile URL
- Are you based in South America / Latin America? yes / no
- Which country are you based in? choose one
- Can you work US hours (roughly 9am-5pm US Eastern)? yes / no
- How many years of customer support experience do you have? choose one
- Have you worked at one company for more than 1.5 years? yes / no
- Have you personally handled chargebacks/disputes (submitted evidence, worked disputes)? yes / no
- On average, how many tickets did you handle per day in your busiest role? choose one
- Have you worked hands-on with at least one of: Intercom, Zendesk, or Gorgias? yes / no
- Which of these tools have you worked with? (select all that apply) choose any
- How would you rate your spoken English? choose one
- A customer leaves a 1-star Trustpilot review saying their drum arrived out of tune and support ignored them. You check our system: we replied twice, but both replies went to their spam folder. Customer support is the backbone of our business and we do whatever it takes to make customers happy. What do you do? written answer
- Describe the save you're most proud of: an angry customer you turned around. What made it work? written answer
- What is your salary expectation (USD per month)? choose one
- What is your earliest possible start date?