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Lead Customer Success Manager

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Job Description:

About the Company: 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, US, 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 Lead Customer Success Manager 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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
January 15, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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