Customer Support Concierge for Travel Gear Brand

Job 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, ShipHero, 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 accountable to a high standard of work. You will have a high degree of autonomy here. You must be able to turn autonomy into results to be successful.
• Want to Grow: You are eager to grow, learn more, and have a greater impact on the business.
• Attentive to Detail: You must be detail-oriented and able to deliver accurate information quickly. 
• Process-Oriented: You enjoy creating order out of chaos and are comfortable creating new systems and processes, not just following them.

Objectives

• Customer satisfaction score: 4.95 (out of 5)
• First response time: <= 2 hours (during business hours)

Benefits

• Compensation: $1,000 - $1,400 USD/month depending on experience
• Work from Anywhere: Tortuga is 100% remote. You decide where and when you work best.

• Free Gear: All the bags and accessories you need for your future travels.

This is a contractor role. Contractors are responsible for their own taxes, insurance, social security, and statutory obligations in their country of residence.

Why Join Tortuga?

• By and For Travelers: If you love to travel and to talk about travel, you’re in the right place. You’ll get to help your fellow travelers every day.
• Direct Access to Leadership: Work directly with the co-founders.
• Scalable Growth: Join a lean team where your performance directly impacts your future career growth and opportunities. 
• Global Exposure: Work at the intersection of US design and marketing, Asian manufacturing, and global ecommerce.