Customer Support Agent
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Job Description
Customer Support Agent handling email, chat, chargebacks, and product issues for Panda Drum, a steel tongue drum brand. Supporting customers through high-volume Q4 operations using Intercom, Shopify, Slack, and Notion.
Responsibilities:
- Answer customer emails and chats about order status, returns, product questions, and tuning issues
- 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 maintain world-class response times through Q4 volume
Requirements:
- 2+ years in customer support, with at least 1.5 years at one company
- 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
Benefits:
- $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
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