Customer Support Representative
Dockwa
- Newport, Rhode Island, United States
- Newport, Rhode Island, United States
About
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; 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
Languages
- English
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