Customer Support Lead

Do you enjoy solving real problems for real customers?
Can you turn chaotic inboxes into clear systems and build support operations that actually scale?

We at pandomoto.com, a premium motorcycle gear brand, are looking for an experienced Customer Support Lead to take full ownership of our customer support function and build it into a structured, efficient and proactive department.

This is a senior, hands-on role focused not only on communication, but on creating processes, preventing issues, and improving customer experience across the entire customer journey.

Role Description

As a Customer Support Lead, you will be responsible for building, structuring and continuously improving the customer support department.

You will design workflows, introduce new processes, define standards and ensure customer experience remains consistent as the company grows.

You will work closely with logistics, warehouse, product and e-commerce teams to solve root problems — not only respond to them.

The mission is simple: transform support from reactive communication into a proactive operational engine that strengthens customer experience as the company grows.

Responsibilities

• Lead and scale the Customer Support function
• Take full ownership of customer support operations and daily performance
• Define communication standards, response times and service quality guidelines
• Ensure consistent customer experience across all communication channels
• Build and implement support workflows automations, processes, and knowledge base
• Improve returns, exchanges and warranty handling processes
• Evaluate and manage outsourced support partners when needed
• Identify recurring issues and eliminate root causes end-to-end
• Turn customer feedback and support data into clear improvement priorities for product and marketing teams
• Own review platforms and public brand reputation management
• Introduce tools, automation and more efficient ways of working
• Work closely with logistics, warehouse and product teams to resolve and prevent issues
• Drive customer satisfaction, retention and long-term loyalty
• Develop upsell and cross-sell initiatives to turn support into a revenue-driving function
• Ensure customer experience scales smoothly with company growth

Requirements

• Proven experience leading customer support operations for physical products (e-commerce / retail)
• Strong experience handling returns, exchanges and warranty processes, including policy optimization
• Experience in building or scaling structured support workflows and systems
• Ability to manage outsourced support partners and maintain quality standards
• Ownership mindset with confidence, making independent, data-driven decisions
• Comfortable collaborating cross-functionally with logistics, operations, product and marketing teams
• Ability to identify root problems and drive solutions end-to-end
• Analytical thinking — able to translate support data into clear business insights and priorities
• Experience improving customer retention, satisfaction and revenue through support initiatives
• Strong written communication skills in English
• Experience working in a fast-paced environment and adapting to change
• Familiarity with helpdesk systems (Gorgias, Zendesk, Freshdesk or similar)
• Apparel, technical product or sizing experience is a plus
• Interest in motorcycles / riding culture is a plus

Salary
Negotiable depending on experience (senior role).

Benefits

• Be part of one of the most innovative brands in the motorcycle industry and directly influence customer experience worldwide.
• Work directly with founders and core team, with real ownership and decision-making power.
• Hybrid work model with flexibility and autonomy.
• Real impact on company operations and long-term growth.
• Competitive salary and performance-based bonus system.
• Opportunity to build and shape a department from the ground up.
• Company hangouts, team events and brand trips.
• Bike test rides and access to new product launches.
• Company motorcycle available for use.
• Professional growth opportunities as the company scales internationally.
• Supportive, rider-driven culture built on trust, respect and results.

At PANDO MOTO, we value diversity and are committed to creating an inclusive and supportive workplace. We encourage applicants from all backgrounds to apply.

Join us on this thrilling ride and help us shape the future of influencer marketing in the motorcycle industry!