Customer Support Expert

//About Us:
We are Panda Drum, wellness and meditation US-based brand. We create unique, high-quality musical instruments designed to bring relaxation and joy to our customers. Join our dynamic team and help us deliver exceptional service to our growing customer base. We are a niche-leading brand with nearly 100.000 customers primarily in the US.

//About You:
We are looking for an experienced self-starter, we understand the importance of putting customers first, and if you share our belief, we are looking for you! We want to present you with an opportunity to shine, build systems, make thousands of people happy, and enjoy perks and bonuses that also apply to our Customer Success department, which is the backbone of the business.

We see customer support as one of our top priorities, and for this reason, we will be looking for a proven track record of creating SOPs and making win-win decisions that benefit both the business and the customers, since this is what our customer success revolves around. You are the type to create easy to understand and clear systems for the rest of the team, managed a team before and you’re not afraid to step in when necessary.

//You will:
• Build out SOPs and guides from the ground up and take ownership of the customer support department.
• Handle at least 30-50 tickets/day via email and sometimes phone.
• Update Standard Operating Procedures (SOPs) and training materials.
• Record and produce walkthroughs for new customer support representatives.
• Address and resolve customer inquiries with a positive attitude.

//Requirements:
• Minimum 2 years of customer support experience.
• Fluent in written and spoken English.
• Strong communication and decision-making skills.
• Ability to create and manage SOPs and training materials.
• Experience in e-commerce.
• Proficiency in using Zendesk, Shopify backend and ChatGPT.
• Proactive, organized, and a great team player.

//Perks:
• 13th salary bonus,
• Holiday bonus,
• Flexible scheduling,
• Overtime pay,
• Opportunities for skill development and growth,
• Loyalty bonus (every 6 months),
• Performance bonus (tied to your KPIs),
• Commissions based on number of customers recovered.
• Potential to become a team lead, build your team and grow beyond (we are a small company and no talent goes unnoticed).

//How to Apply:
1. Change the subject line of your email to “I Want to Work with You – Customer Success”.
2. At the top of your message, write 2-3 sentences on why you would like this position and why you are a good fit.
3. Attach your resume.
4. Create a short Loom video (minimum 1 minute) and answer the following questions:

a) Describe your experience creating trainings and SOPs?
b) How do you define great customer support?
c) What was your previous job like?
d) What is the #1 thing that you wish all customers could understand while contacting support lines?
e) Why should we hire you?

Please follow the above instructions carefully, as any additional information will not be considered. We look forward to reviewing your application!

Best regards,
Marek Olszewski
The Panda Drum Team
Click to view