Customer Support Concierge Gear Brand

Puesto: Customer Support Concierge for Travel Gear Brand
Description
Company :
Tortuga Backpacks
Job Title :
Concierge (Customer Support Specialist)
Location :
Remote
Reports To :
Fred Perrotta, Co-Founder
Schedule :
Flexible schedule with agreed coverage window
Type :
Full-Time Contractor
Compensation:  $1,000 - $1,400 USD/month depending on experience
Do you like helping people and traveling? Then come work with us at Tortuga and do both.

Tortuga is seeking a Concierge (Customer Support Specialist) to make travel easier for our customers. You will own the daily support workflows, in email and on social media, currently managed by our co-founders.

We are a small, remote team based in the US with manufacturing in Asia and contractors distributed globally.

This role is  critically important right now  as we are about to launch our first Kickstarter campaign this summer. After the Kickstarter campaign, we will release an update and a new size of our most popular product.

We set a high bar for support. For us, support is an investment in creating raving fans who love and are loyal to the brand. We optimize for customer satisfaction, not speed or volume.

The ideal Tortuga Concierge is:
Deeply empathetic
Customer-focused
Able to spot patterns to solve and prevent problems

If that’s you, please keep reading.

Responsibilities  High-Velocity Customer Support (Written Only)    Ticket Management :
Own the helpdesk. Email and social media only, no phone or live chat. You will resolve customer questions regarding orders, product specs, and technical issues with a warm, human tone.
Warehouse Coordination :
Act as the critical link between customers and our warehouse. You must monitor communication daily to handle time-sensitive address edits and order modifications before warehouse shipping cutoffs (11am PST / 2pm EST) and the end of day US time. You will communicate directly with our warehouse on Slack.
Warranty Claims :
Assess and determine how to handle claims. Help customers with refunds, replacements, or repairs as needed. Work with our third-party repair partner to resolve any issues.

Operations and Admin Support    Founder Support :
Act as a virtual, administrative assistant to Tortuga’s co-founders, Fred and Jeremy, taking on ad-hoc tasks to free up our bandwidth to focus on strategy and growth.
SOP Execution :
Execute repeatable tasks across the business. We will train you via Loom and written SOPs. We expect you to help refine and document these processes.
Growth and Product Launches    Launch Support :
Assist with the logistical and support-side requirements for our upcoming Kickstarter and summer product launches.
Generalist  Hat-Wearing  :
Be ready to jump into various projects from research to basic digital admin as the needs of a lean business shift.

Requirements
High-Level Written English :
Excellent written English is mandatory. You must be able to write conversational, natural emails that perfectly represent our brand voice. As a team, we communicate most often in writing.
Customer-Facing Experience :
Previous experience in support, retail, food service, or any other job where you worked directly with customers.
Tech Literacy :
Comfortable navigating software for helpdesk, ecommerce, warehouse management (WMS), returns, social media, and AI.

Experience with Shopify, Ship Hero, or Loop Returns specifically is a plus, but not required.
US Alignment :
You must be available and responsive during US business hours to coordinate with the team and hit warehouse deadlines.

Mindset    Help the Customer :
Everything that we do—from creating products to answering emails—is done to solve problems for our fellow travelers. If we do this well, everything else will take care of itself.
Take Initiative :
Tortuga is a small, lean team. You must take initiative and hold yourself…