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Customer Support Manager
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As Panda Drum scales from $25M to $60M, they are looking for a Customer Support Manager to lead and own their entire support function. In this role, you’ll build the team, streamline processes, and implement automation that keeps our customers delighted at every touchpoint. 


You have full authority to evaluate the current roster and restructure the department as needed to build a high-performing unit. This is for a high-level operator who wants to build scalable infrastructure and institutionalize standards rather than just managing a queue.


WHO THEY ARE

Panda Drum began as a single-product music brand and has grown into a $25M+ global DTC company serving customers in 50+ countries.


The team operates lean and moves quickly. Decisions are made based on data, accountability is clear, and ownership is expected. The focus is on execution and building systems that support sustainable, profitable growth.


This next phase includes retail expansion, new product lines, and stronger internal systems to support long-term growth.


This is a full‑time, remote contractor role supporting a team on the CET timezone.


WHAT’S IN IT FOR YOU

  • You will be the single point of accountability for the CS department, with the authority to define SOPs, tool stacks, and hiring needs
  • You’ll have direct CEO access and full authority to build the CS function without bureaucracy, in a culture rewarding ownership and results
  • $40,000 – $55,000 USD, with flexibility for Gorgias experts with a proven track record of scaling DTC CSAT
  • A competitive package including a 13th-month salary and performance-based bonuses tied to department KPIs
  • A fully remote contractor role designed for high-performing professionals who value autonomy and results 


WHAT YOU’RE GETTING INTO

  • Transitioning the department from founder-led oversight into a fully owned, professionally operated function, and removing the CEO from day-to-day customer support involvement.
  • Auditing and refining existing macros, SOPs, and Airtable dashboards to ensure data-driven decision-making
  • Driving Gorgias AI and automation to handle 50-60%+ of tickets (WISMO, basic inquiries) to keep the team lean
  • Managing a remote team of 4+ agents, including onboarding new hires and coaching underperformers
  • Coaching a team of 4+ agents to build a high-performance unit hitting 4.6+ CSAT scores and 24-hour response times
  • Leading the rollout of phone support and evaluate WhatsApp/Live Chat to create a multi-channel ecosystem that meets customers where they are
  • Treating customer feedback as operational intelligence, proactively escalating recurring issues with context, supporting data, and a clear recommended path forward.
  • Owning the Trustpilot and social review strategy to maintain a 4.8+ star rating and convert negative reviews into 5-star success stories within 24 hours


WHO YOU ARE

  • You have 3+ years of E-commerce support experience, with at least 2 years leading a small, hands-on team for a fast-scaling brand
  • You possess advanced proficiency in Gorgias and Shopify, allowing you to configure workflows and AI automation that protect the bottom line
  • You leverage technical tools to maintain elite CSAT scores while driving efficiency and hitting resolution targets
  • You have managed Q4 peak seasons and surge protocols. You are always willing to jump into the queue yourself when volume spikes
  • You prioritize documentation and scalability. You have built Notion-based knowledge bases and improved metrics through clean SOPs
  • You own the department like it’s yours. If a 1-star review drops at 9pm, you handle it


Bonus points if you have:

  • Experience leading support for a $15M+ luxury or wellness brand through massive seasonal volume spikes


WHAT SUCCESS LOOKS LIKE

30 days:

  • You have personally responded to every open 1–3 star Trustpilot review
  • You have fixed and fully implemented the top three broken SOPs
  • You have handled your first customer escalation end-to-end without CEO involvement
  • You have built and implemented a complete social media moderation coverage map with zero gaps


60 days: 

  • You have configured Gorgias AI to handle 50%+ of WISMO and basic inquiry volume
  • You have launched a formal QA process that is running weekly
  • You have ensured that no Trustpilot review older than 24 hours remains without a response
  • You have become the sole point of contact for all CS operations, fully removing the CEO from day-to-day ticket management


90 days: 

  • You have achieved and maintained a 4.6+ CSAT score
  • You have reduced the average first response time to under four hours
  • You have automated 50%+ of total ticket volume
  • You have delivered a phone support strategy with a clear implementation timeline
  • You have established a formal feedback loop with Operations and Marketing, turning recurring issues into documented, actionable improvements
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