Customer Support Specialist

Job Summary

Providing frontline support to marina operators and boaters, the remote Customer Support Representative will assist users in navigating software, resolving technical challenges, and enhancing customer experience through consultative support and product expertise.

Key responsibilities

• Own inbound support across email, phone, and chat, consistently meeting response time targets
• Diagnose and resolve complex software issues, escalating to Product and Engineering with clear documentation
• Maintain expert-level product knowledge and support customers through accounting workflows and payment-related issues

Required qualifications

• 2+ years in customer support, preferably for a software product or technical platform
• Experience with accounting workflows or payment systems, either in support or as a power user
• Familiarity with accounting integrations such as QuickBooks or Xero is a strong plus
• Strong technical aptitude with the ability to diagnose issues before escalating
• Genuine curiosity about the marine industry or waterfront business operations is a plus