Customer Support Representative

This is a fully remote position, open to applicants in California.

📋 Description

• Take charge of inbound support via email, phone, and chat, consistently meeting or surpassing response time objectives.

• Analyze and resolve intricate software challenges; escalate to Product and Engineering with precise, well-documented context.

• Maintain advanced product knowledge across all Dockwa modules, including new updates.

• Assist customers with accounting processes, financial reconciliation, and payment-related inquiries with assurance.

• Troubleshoot integrations between Dockwa and external accounting platforms (such as QuickBooks, Xero, etc.).

• Establish trust with marina operators and boaters through clear, patient, and technically credible communication.

• Identify trends in support interactions and provide actionable insights to Product, Customer Success, and Sales teams.

• Collaborate with account owners on expansion or engagement opportunities identified through support interactions.

• Contribute to the enhancement of internal documentation, knowledge bases, and process improvements that elevate the team's overall effectiveness.

⛳️ Requirements

• Minimum of 2 years in customer support, preferably involving a software product or technical platform.

• Experience with accounting, financial workflows, or payment systems—either in a support capacity or as a power user.

• Familiarity with accounting integrations (QuickBooks, Xero, or similar) is highly advantageous.

• Outstanding written and verbal communication skills—clear, professional, and precise, especially under pressure.

• Strong technical aptitude: you diagnose issues before escalating and document your findings thoroughly.

• Comfortable navigating helpdesk, CRM, and support tools; quick to adapt to new systems.

• Ability to recognize patterns: you notice recurring issues and take initiative to address them.

• High sense of ownership: you see issues through to resolution and ensure nothing falls through the cracks.

• A genuine interest in the marine industry or waterfront business operations is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and the option for remote work.

• Opportunities for professional development and growth.