Remote • Full-time • Salary + Revenue Share
Guitar Kit World is growing, and we need someone to run the day-to-day operations of the business. This is not a "reply to emails and clock out" kind of role. You will own the customer experience, manage orders, keep our social media running, and make sure nothing falls through the cracks.
We design and sell high-quality DIY guitar kits that builders genuinely love. We've been doing it since 2013, shipping to over 100 countries from guitarkitworld.com. Our customers buy unassembled kits and build their own guitars from scratch. Teachers use them in classrooms, hobbyists build them in their garages, and luthiers use them as starting points for custom instruments.
Watch this short video to see our products in action and learn how customers use them to create one-of-a-kind guitars.
We're a small, profitable company with no outside funding and no corporate nonsense. You'll work directly with the owner. No middle management, no layers of approval.
We hire for character first. The right attitude, integrity, eye for quality, and intelligence matter more than a stacked resume.
The right person will grow into a managerial role with increased compensation within 6 to 12 months. If you have the right qualities but lack experience, we will also consider you for an Associate role with a structured path to Specialist.
What You Will Be Doing
- Handling customer support tickets in Gorgias (email, chat, and social media inquiries)
- Coordinating order fulfillment, shipping updates, and tracking for customers worldwide
- Scheduling and managing social media posts across Instagram, Facebook, YouTube, and TikTok
- Managing our ambassador and affiliate programs, including onboarding, tracking deliverables, and sending product
- Making updates to product pages, collections, pricing, and images in Shopify
- Monitoring AI automations across customer support and marketing, and flagging anything that goes wrong
- Processing returns and exchanges within policy, and escalating exceptions to the owner
- Tracking inventory levels, flagging low stock, and coordinating restocks with the warehouse
- Writing help center articles and build guides when customers repeatedly ask the same questions, so we answer once and help everyone
What Success Looks Like in This Role
In the first 90 days, a successful candidate will:
- Learn our products, customers, and internal systems (Shopify, Gorgias, Klaviyo, Canva, Notion, Claude/ChatGPT)
- Handle customer support tickets independently with minimal errors
- Take over daily order fulfillment coordination and shipping updates
- Begin managing social media scheduling with pre-approved content
- Demonstrate consistent reliability: showing up on time, completing commitments, and communicating proactively
After 90 days, success in this role means:
- Running all daily operations independently so the owner can focus on growth
- Maintaining customer response times under 4 hours during business hours
- Taking ownership of the ambassador program, workshop partners, social media calendar, and website updates (product pages, help manuals & guides)
- Contributing ideas for content, product improvements, and process efficiency
- Growing into managerial work with higher compensation: managing internal team members and coordinating with external partners.
Who Will Succeed Here
This role is not for someone who waits to be told what to do. We evaluate every candidate on four things, in this order:
1. High Agency & Can-Do Attitude
You see a problem, you fix it. You don't wait for permission or instructions. You bring positive energy to the work and treat every customer interaction like it matters — because it does. When something breaks, your instinct is to figure it out, not flag it and move on. If you've ever built something, started something, or improved something without being asked, we want to hear about it.
2. Trustworthiness & Aligned Interests
We need someone with a strong moral compass who can be trusted to represent our brand unsupervised. You own your mistakes. You do the right thing even when nobody's watching. And you actually care about helping people build guitars — not just collecting a paycheck. If Guitar Kit World wins, you want to win with us.
We don't punish efficiency with more work. If you're smart enough to get great results in less time, that's a win — not an excuse to pile on more tasks at the same pay. Our compensation is tied to business performance through revenue share. When you help Guitar Kit World grow, your pay grows with it. We reward results, not hours.
3. An Eye for Quality & Pride in Your Work
You can tell the difference between something beautiful and something generic and soulless. When you look at a social media post, product photo, or customer email, you know when it feels right and when it doesn't. You don't need someone to explain it to you.
This role is built around guitars. You need to genuinely care about them. Someone who plays, builds, or is deeply curious about guitars will catch errors, write better responses, and connect with our customers in ways that no amount of training can replicate. If you don't know the difference between a humbucker and a single-coil — or don't care to learn — this isn't the right fit.
Taste alone isn't enough. We want someone who takes pride in the quality of their work. The kind of person who can't hit "send" on something that looks mediocre, even if nobody would notice. You don't cut corners because something is "good enough." You hold yourself to a higher standard — not because someone is watching, but because putting out sloppy work bothers you on a personal level. If you've ever spent an extra ten minutes fixing something that technically didn't need fixing because it just didn't feel right, you'll fit in here.
4. Skills & Intelligence
You're sharp. You can synthesize information quickly, communicate clearly in English (written and spoken), and talk to customers on the phone with warmth and confidence. You're organized, reliable, and detail-oriented. You follow through on commitments. Experience with Shopify, helpdesk tools, or social media management is a plus — but we'd rather hire someone smart and dependable who learns fast than someone with a perfect resume and no drive.
Attitude, integrity, taste, and intelligence — in that order. If you have those, we'll teach you the rest.
How We Support Your Success
We want the person in this role to win. This is an AI-enhanced role — you'll use AI tools like Claude and ChatGPT daily to draft customer responses, create social media content, write product descriptions, and more. Your job isn't to do everything from scratch. It's to guide the AI, review its work, and make sure everything that goes out meets our standards. We'll train you on all of it.
To help you succeed, we provide:
- Thorough onboarding with documented SOPs for every major task
- Training on our products, customers, tools, and internal processes
- Direct access to the owner for questions, feedback, and guidance
- AI tools integrated into your daily workflow — you'll use them for customer support, content creation, and marketing, with training on how to get the best results
- Pre-built templates and brand assets in Canva for social media and marketing
- A clear career ladder with defined milestones so you always know what's next
- Flexible schedule with autonomy over how you structure your day
Your job is to keep operations running smoothly. Our job is to give you the training, tools, and support to do it well.
Role Requirements
This is a fully remote position that depends on strong communication, organization, and reliable technology. To be successful in this role, the following are required:
- Professional-level English communication skills, both written and spoken
- Previous experience in e-commerce operations, ideally with Shopify
- Familiarity with helpdesk tools (Gorgias, Zendesk, Freshdesk, or similar)
- Experience managing social media accounts for a brand or business
- Strong computer skills and the ability to quickly learn new software and online tools
- Comfortable using AI tools and modern productivity software
- A stable and reliable high-speed internet connection
- A backup internet option, such as a mobile hotspot or secondary provider, to ensure continuous availability
- A dependable computer or laptop suitable for daily business use
- A professional, quiet workspace for calls and online meetings
- Comfortable making and receiving phone calls with US-based clients during Eastern Time business hours
- Consistent availability and responsiveness during agreed working hours, with at least 4 hours daily overlap with US business hours
- Reliable power supply and basic contingency plans for outages or technical issues
This role requires someone who can work independently in a remote environment, communicate clearly and professionally, and handle basic technical issues without constant assistance.
Compensation
- Competitive base salary plus business performance-based revenue share (if we grow, you get paid more)
- Clear 5-level career ladder: Associate, Specialist, Manager, Director, Managing Partner (we're hiring for a Specialist, but if you're at an Associate or Manager level, we'll still consider you. Just mention it in your application)
- Revenue share and base salary increase at each level as you take on more responsibility
- 13th month bonus and 10 days PTO after probation (3 months)
This is not a short-term gig. We are looking for someone to grow with Guitar Kit World for years to come. This is an opportunity for motivated people who want to work hard and smart, be judged by the results of their work, and get compensated for it. There is a direct relationship between how our business performs and how much you get paid. If you are reliable, resourceful, and motivated to build something meaningful, this role offers real upside, and real opportunity.
Ready to Apply?!
This role isn't for everyone and that's by design. We'd rather find one great person than sort through hundreds of generic applications.
If you read the four pillars above — agency, trustworthiness, taste, and intelligence — and thought "that's me," we'd love to hear from you.
Record a short Loom video (60 seconds or less) introducing yourself and telling us why you'd be a great fit. This is your chance to show us who you are beyond a resume. Show us your energy. Tell us what excites you about Guitar Kit World. Tell us about your connection to guitars or music. Give us a reason to remember you.
Paste your Loom link in the application form below.