• Deliver tailored member onboarding experiences, including unboxing, activation, and app navigation, ensuring members are fully supported. • Manage a dedicated enterprise support line, facilitating seamless member handoffs and providing consultative guidance. • Oversee logistics for orders, exchanges, refunds, and warranty replacements. • Troubleshoot and resolve hardware and software issues effectively. • Resolve membership discrepancies and escalate eligibility issues to partners for swift correction. • Share insights and feedback to improve processes and resources for enterprise clients.

• Respond to all tolling and/or administration related customer inquiries by utilizing information learned during training and leveraging resources available through people, customer records, and knowledge management systems. • Identify customer needs to ensure the customer is provided complete and accurate information. • Process required transactions via mainframe or web-based applications. • Submit research requests in a concise yet accurate manner. • Maintain a thorough knowledge of the company and client programs, policies, and technology. • Communicate effectively in a warm and empathetic manner. • Adhere to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals. • Provide support to other positions/operations in cases during heavy workloads or absences.

Role Description 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. 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 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. 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. 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. 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. 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. Qualifications - Help the Customer: Everything that we do—from creating products to answering emails—is done to solve problems for our fellow travelers. - Take Initiative: You must take initiative and hold yourself accountable to a high standard of work. - 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) - 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. - 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.

Role Description We are looking to bring on a Customer Support Specialist to help us continue to raise the bar on member experience at Second Nature. This is a specialist customer support role for someone who doesn't just respond to problems, but also thinks about why they're happening, what patterns they reveal, and how things could work better. You'll be a key voice in how we evolve our support function. The role primarily entails: - Supporting our members via email and over the phone throughout their Second Nature journey - Handling complex, sensitive, and escalated queries with confidence, sound judgement, and genuine care - Spotting patterns and trends in member feedback and proactively surfacing insights that can improve our product, processes, or member experience - Contributing to operational improvements, identifying inefficiencies, flagging gaps, and helping build better ways of working - Supporting the onboarding and development of newer team members, sharing knowledge and raising the standard across the team - Collaborating cross-functionally with teams including clinical, product, and operations to resolve issues and close feedback loops This is a fast-paced, operational role where no two days are the same. You will speak to people from a wide range of backgrounds and health journeys, while developing a strong understanding of our programme, systems, and common member challenges. Qualifications - You have experience in a customer-facing role and are comfortable working in fast-moving, evolving environments with changing priorities - You are adaptable, quick to learn new systems and tools - You are naturally curious and seek to understand root causes, not just resolve individual tickets - You are proactive and operationally minded, always looking for ways to improve processes and reduce friction - You bring sharp, structured thinking to complex problems and can communicate clearly under pressure - You take full ownership of complex issues and can manage them end-to-end with strong judgement and minimal oversight - You are confident in handling sensitive and escalated conversations with professionalism and empathy - You are highly organised, able to manage high volumes of work without compromising quality or attention to detail - You are comfortable working cross-functionally with Product, Operations, and other teams to drive resolution and long-term fixes - You communicate clearly, professionally, and empathetically across written and verbal channels, including sensitive or escalated situations Benefits - 25 days holiday plus bank holidays - Private health insurance (Bupa) after 1 year, with options to extend cover over time - Remote-first working, with flexibility to work abroad for up to 4 weeks (within a 2-hour UK time zone) - £200 annual professional development budget, with additional support for role-specific training - Salary sacrifice and Cycle to Work schemes - Quarterly in-person socials and company meet-ups - You will also be part of a mission-driven team, where your work has a direct impact on improving people’s health and tackling obesity and type 2 diabetes at scale. Please note: This is a UK-based role (right to work required), and may include occasional weekend shifts.