[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Dockwa is reshaping the marine industry and is seeking a Customer Support Representative to provide frontline support to marina operators and boaters. This role involves helping customers navigate the software, solving technical challenges, and generating insights that influence product development and customer success.ResponsibilitiesOwn inbound support across email, phone, and chat, consistently hitting or exceeding response time targetsDiagnose and resolve complex software issues; escalate to Product and Engineering with clear, well-documented contextMaintain expert-level product knowledge across all Dockwa modules, including new releasesSupport customers through accounting workflows, financial reconciliation, and payment-related issues with confidenceTroubleshoot integrations between Dockwa and third-party accounting platforms (QuickBooks, Xero, etc.)Build trust with marina operators and boaters through clear, patient, technically credible communicationIdentify patterns across support interactions and surface actionable insights to Product, CS, and SalesPartner with account owners on expansion or engagement opportunities surfaced through supportContribute to internal documentation, knowledge base, and process improvements that raise the team's collective capabilitySkills2+ years in customer support, ideally supporting a software product or technical platformExperience with accounting, financial workflows, or payment systems -- either in a support context or as a power userExceptional written and verbal communication -- clear, professional, and precise under pressureStrong technical aptitude: you diagnose before you escalate, and you document what you findComfortable working across helpdesk, CRM, and support tooling; quick to learn new systemsPattern recognition -- you notice when the same issue surfaces twice and you do something about itHigh ownership orientation: you follow issues to closure and don't let things fall through the cracksFamiliarity with accounting integrations (QuickBooks, Xero, or similar) is a strong plusGenuine curiosity about the marine industry or waterfront business operations is a plusCompany OverviewDockwa is a unified marina reservation platform that connects boaters and marinas for all of their reservation needs. It is a sub-organization of The Wanderlust Group. It was founded in 2014, and is headquartered in Newport, Rhode Island, USA, with a workforce of 11-50 employees. Its website is https://dockwa.com.