Customer Support Representative

About the role
As a Customer Support Representative at Dockwa, you'll provide frontline support to both marina operators and boaters—helping them navigate our software, solve technical challenges, and spend more time on the water. You'll operate in an omni-channel environment, delivering consultative support through personal communication, creative problem-solving, and deep product knowledge.
This role reports directly to the Customer Support Team Lead and sits at the critical intersection of customer experience and product intelligence. Your daily interactions with customers generate insights that shape our product roadmap, sales strategy, and customer success initiatives.
Core responsibilities
Own inbound support across email, phone, and chat, consistently hitting or exceeding response time targets
Diagnose and resolve complex software issues; escalate to Product and Engineering with clear, well-documented context
Maintain expert-level product knowledge across all Dockwa modules, including new releases
Support customers through accounting workflows, financial reconciliation, and payment-related issues with confidence
Troubleshoot integrations between Dockwa and third-party accounting platforms (QuickBooks, Xero, etc.)
Build trust with marina operators and boaters through clear, patient, technically credible communication
Identify patterns across support interactions and surface actionable insights to Product, CS, and Sales
Partner with account owners on expansion or engagement opportunities surfaced through support
Contribute to internal documentation, knowledge base, and process improvements that raise the team's collective capability
What we're looking for
2+ years in customer support, ideally supporting a software product or technical platform
Experience with accounting, financial workflows, or payment systems -- either in a support context or as a power user
Familiarity with accounting integrations (QuickBooks, Xero, or similar) is a strong plus
Exceptional written and verbal communication -- clear, professional, and precise under pressure
Strong technical aptitude: you diagnose before you escalate, and you document what you find
Comfortable working across helpdesk, CRM, and support tooling; quick to learn new systems
Pattern recognition -- you notice when the same issue surfaces twice and you do something about it
High ownership orientation: you follow issues to closure and don't let things fall through the cracks
Genuine curiosity about the marine industry or waterfront business operations is a plus