Customer Support Representative

Dockwa•Newport, RI

16h•$55,000

About The Position

About Dockwa Dockwa is on a mission to modernize the $230+ billion marine industry. Founded in 2015, we started by streamlining how boaters and marinas connect through real-time transient slip bookings and quickly expanded to provide a full operating system for marinas nationwide—automating workflows, increasing revenue, and delivering efficiencies across the board. But we’re just getting started. Our ambition is to bring modern, impactful technology solutions to an industry that has traditionally been offline, and we’re looking for passionate individuals to help us lead the charge. Our Mission We believe in transforming a historically traditional industry by empowering marinas with intuitive, powerful software. By building an all-in-one platform that integrates reservations, payment processing, and workflow management, we aim to elevate the operational efficiency of our partners and create a seamless customer experience for boaters. Our Team We’re a dedicated group of builders, innovators, and problem-solvers. As part of the Customer Support team, you’ll collaborate not only with your direct colleagues but also with Sales, Product, and Marketing teams. We believe in fostering a community of continuous improvement and shared success—where each person is empowered to make a lasting impact. Our Culture Dockwa thrives on a culture of collaboration, innovation, and ownership. We value autonomy and the spirit of learning by doing. Our team members are driven by a shared goal: to redefine an entire industry. We champion a culture where people feel connected to our core values—operating with integrity, focus, and the curiosity to solve real-world problems every day. The Role As a Customer Support Representative, you will provide frontline support to both our boater and marina customers, helping to facilitate network engagement, improving technical familiarity with our software, and ensuring that people are spending more time on the water as a result of using our products. Our Support Team operates in an omni-channel environment (email, phone, live chat), quickly responding to customer requests to deliver a human and consultative support experience through personal communication, creative problem-solving, and a thorough knowledge of how our software and the marine industry works. Delivering exceptional customer experiences and providing actionable feedback to our Success, Sales, and Product teams based upon your interactions with our customers is central to this role. Expectations for success are deeply intertwined with our principles and values as a company. There is a strong preference for this candidate to be located in the Eastern Standard Time zone.

Requirements

BA/BS degree or equivalent work experience
1 year of experience in customer service or support
Strong written and verbal communication skills
Ability to stay organized and manage multiple tasks efficiently
Technical aptitude and interest in learning software applications
Customer-Focused & Results-Driven : Passionate about helping customers succeed and delivering measurable results
Excellent Communicator & Relationship-Builder : Strong interpersonal and communication skills, with the ability to build trust and credibility
Proactive & Detail-Oriented : Able to recognize patterns in product usage and customer behavior that indicate risk or growth potential
Adaptable & Problem-Solver : Able to think creatively and troubleshoot issues with efficiency and empathy

Nice To Haves

Experience troubleshooting POS hardware (not required but a plus)
Familiarity with the marine industry (not required but a plus)

Responsibilities

Operate our helpdesk, providing front-line support via phone, email, and live chat channels
Answer how-to questions and help customers navigate a variety of tools within our software
Diagnose software issues and engage with our product and engineering teams to resolve
Help build and influence the operations of a growing Support Team in a developing start-up environment
Identify issues and opportunities with marinas in our marketplace and work with account owners to help deepen customer engagement with our software
Communicate thoughtful, customized solutions that help customers resolve their problems
Review customer feedback and help build actionable reports for our business based on customer conversations
Build relationships and trust with our customers (boaters and marinas) through being responsive, respectful, and receptive to their requests
Flex to work a semi-variable schedule that allows us to meet customer demand, including working some weekends and being on-call for some holidays