Lead Client Relationship Manager

Customer Support Operations Lead (DTC eCommerce) (392) The Panda Drum is a fast‑scaling ecommerce DTC brand built around our flagship instrument – the steel tongue drum – with over 100,000 customers worldwide. In just three years, we’ve grown to 25‑50 team members across Poland, the EU, the US, the Philippines, and China, and surpassed 8 figures in annual revenue, selling primarily in the US market. Our success is driven by world‑class marketing, community‑driven content, and continuous product innovation. About the Role We are seeking an experienced Customer Support Operations Lead (DTC eCommerce) to oversee and elevate our customer support function. This is not just a ticket‑management role – we need someone who can both fight fires and prevent them: step in when urgent customer escalations arise, and also build processes that prevent issues from recurring. The ideal candidate has a proven track record in e‑commerce or SaaS CS leadership, thrives in fast‑paced environments, and can confidently lead a growing team while designing efficient systems for scale. This is a Full‑Time remote role. Qualifications Excellent English written and verbal communication skills (neutral, customer‑friendly tone). 4+ years of experience in customer support management, ideally in e‑commerce/DTC or SaaS. Experience leading teams in high‑volume environments (500+ tickets/day). Hands‑on with customer escalations (tickets, calls, Trustpilot reviews, chargebacks). Proficiency with Gorgias (or similar helpdesk), Shopify, Slack, Notion, Google Workspace. Familiarity with automation tools (Zapier, AI, n8n) – able to scope and manage implementations with consultants. Strong data‑driven mindset: reporting and dashboards (Looker Studio, Google Sheets, etc.). Calm under pressure – able to prioritize and act quickly during spikes. Empathetic yet decisive – able to balance customer satisfaction with protecting the company’s reputation. Process‑oriented: skilled at building SOPs, macros, and escalation systems. Startup mindset: adaptable, proactive, and solution‑focused. Responsibilities Overseeing all customer support operations: tickets, social comments/messages, Trustpilot reviews, chargebacks. Managing and mentoring a team of 2–3 agents, scaling to 6–8 in the next 12 months. Setting and enforcing SOPs, macros, escalation rules, and quality control standards. Monitoring CSAT, NPS, Trustpilot, ticket volume, response times, and chargeback rates. Planning and coordinating automation projects (AI, Zapier/n8n, Gorgias AI integrations). Personally stepping in for high‑risk escalations (angry customers, VIPs, legal issues). Collaborating cross‑functionally with marketing and operations to ensure customer feedback informs business strategy. Providing weekly performance dashboards and actionable insights. Career path to Head of CS / CX Lead as the team scales. Huge potential for upward mobility as part of a fast‑growing global brand. Paid training in automation and customer success tools. Work with international consultants on cutting‑edge AI and automation projects. Friendly, collaborative, and laid‑back internal culture. Paid benefits: 10 vacation days/year, 5 sick days/year, paid national holidays, 13th salary, loyalty bonus, unlimited approved book/course budget. Flexibility and independence once trained, with global exposure to cross‑functional projects. Perfect for You If… You’re a fast learner. You won’t be expected to know everything from the start, but you’ll need to be motivated and quick to absorb new processes and tools. You thrive in high‑volume environments and can prioritize effectively, making sure nothing falls through the cracks. You’re passionate about customer success. You’re not a pushy salesperson, but someone who communicates effectively, defuses tense situations, and represents the brand with professionalism. Hiring Process Questionnaire Video interview Two 1‑on‑1 interviews Thank you for taking the time to consider this position. I look forward to hearing from you soon #J-18808-Ljbffr