Customer Support Representative

Dockwa; United States; On-site; USD 60,000 - 85,000; Full time

Job summary

Dockwa in the United States is seeking a Customer Support Representative to provide frontline, omni-channel support to marina operators and boaters. You will navigate our software, resolve technical challenges, and spend more time on the water.

This role reports to the Customer Support Team Lead and informs product strategy through insights gathered from daily customer interactions. You will own response times, diagnose issues, and maintain strong product knowledge across modules, including new

Qualifications

• 2+ years in customer support, ideally for a software product or technical platform.

Responsibilities

• Own inbound support across email, phone, and chat, consistently meeting response targets
• Diagnose and resolve software issues; escalate with clear context to Product/Engineering
• Maintain expert-level product knowledge across all Dockwa modules
• Support customers through accounting workflows and payment-related issues
• Troubleshoot integrations between Dockwa and QuickBooks, Xero, and similar platforms
• Build trust with marina operators and boaters through clear, patient communication
• Identify patterns across support interactions and surface actionable insights to Product, CS, and Sales
• Partner with account owners on expansion opportunities surfaced through support
• Contribute to internal documentation and knowledge base improvements

Skills

Customer support

Software product

Accounting integrations

Communication

Technical aptitude

Helpdesk tools

CRM

Problem solving

Ownership

Maritime interest

Tools

QuickBooks

Xero

Job description

About Dockwa

Dockwa is reshaping the $60 billion marine industry. After 12 years of building trust with marina operators and boaters, we have achieved something rare: category-defining position in a fragmented industry ready for transformation.

About Dockwa

Dockwa is reshaping the $60 billion marine industry. After 12 years of building trust with marina operators and boaters, we have achieved something rare: category-defining position in a fragmented industry ready for transformation.

The marina industry is experiencing a generational shift. Private equity consolidation is accelerating. Operators face pressure to run marinas like real businesses, not lifestyle assets. This creates the opportunity to become the default operating layer for an industry that has never had one.

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; escape 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