Customer Support Representative

About Dockwa

Dockwa is helping modernize the marine sector, a market worth $60 billion. Over the past 12 years, the company has earned the trust of marina operators and boaters and has established a leading position in a fragmented space that is ready for change.

The marina world is going through a major transition. Private equity activity is increasing, and operators are under growing pressure to manage marinas as serious businesses rather than lifestyle properties. This creates an opportunity for a platform to become the core operating system for an industry that has not historically had one.

About the Role

As a Customer Support Representative, you will serve as the first point of contact for marina operators and boaters. You will help them use the software, work through technical problems, and spend less time troubleshooting and more time on the water. The role is based in an omni-channel support environment where success depends on thoughtful communication, practical problem-solving, and strong product understanding.

You will report to the Customer Support Team Lead and work at the intersection of customer experience and product insight. The issues you handle each day will provide valuable signals that influence product direction, sales priorities, and customer success efforts.

Key Responsibilities

• Manage incoming support requests through email, phone, and chat while meeting or improving response-time goals.
• Investigate and fix complicated software problems, and escalate issues to Product and Engineering with complete and organized context when needed.
• Keep a strong working knowledge of all Dockwa modules, including newly launched features.
• Assist customers with accounting processes, payment concerns, and financial reconciliation tasks.
• Resolve integration issues between Dockwa and external accounting tools such as QuickBooks, Xero, and similar systems.
• Communicate with marina operators and boaters in a calm, clear, and technically reliable way that builds confidence and trust.
• Spot recurring themes in support cases and share useful insights with Product, Customer Success, and Sales teams.
• Work with account owners on possible expansion or engagement opportunities identified during support conversations.
• Help improve internal documentation, the knowledge base, and team workflows to strengthen overall support quality.

What We Are Looking For

We are seeking someone with at least 2 years of customer support experience, preferably in a software or technical environment. Background in accounting, payment systems, or financial workflows is highly relevant, whether through support work or hands-on usage.

Experience with accounting integrations such as QuickBooks or Xero is a strong advantage. You should also bring excellent written and spoken communication skills, with the ability to stay precise and professional under pressure.

Strong technical thinking is important: you should be able to troubleshoot before escalating, and clearly record what you discover. Comfort with helpdesk, CRM, and support tools is expected, along with the ability to quickly learn new systems.

The ideal candidate notices recurring issues, takes ownership until matters are resolved, and follows through carefully. Interest in the marine industry or waterfront business operations is a plus.

Additional Information

This is a full-time onsite role located in the United States.

No salary or stipend amount was provided in the source information.