Customer Support Representative

Role overview

This opportunity is being shared on behalf of a partner organization that will handle applications and all hiring follow-up. The employer is seeking a Customer Support Representative located in the United States.

You’ll serve as an important first point of contact in a rapidly expanding SaaS business that supports marina operators and boaters. The position combines customer care, technical troubleshooting, and product knowledge, with a strong emphasis on calm, clear, and effective communication. Your work will help customers resolve issues across multiple channels while also feeding insights back into product and process improvements.

This is an omni-channel support role that deals with a wide range of questions, including software usage, technical problems, and financial workflow matters. The role is highly collaborative and gives you direct influence on both customer satisfaction and broader business decisions. It is well suited to someone who enjoys solving problems and improving the user experience in a fast-moving software environment.

Key duties

• Handle incoming support inquiries through email, phone, and chat while staying within response-time and quality expectations.
• Investigate and resolve software and technical issues, and route more complex cases to Product or Engineering with complete notes.
• Assist customers with accounting-related workflows, payment handling, and reconciliation questions inside the platform.
• Support integrations between the product and third-party accounting tools such as QuickBooks and Xero.
• Build and maintain strong product expertise so customers receive accurate and confident guidance on features and updates.
• Spot repeated themes in customer cases and communicate those patterns to Customer Success, Product, and Sales teams.
• Help improve internal documentation, knowledge base articles, and support processes.

Experience and qualifications

The ideal candidate brings at least 2 years of customer support experience, preferably in a SaaS, software, or other technical product setting.

Background with accounting workflows, financial systems, or payment-related operations in a support role is important. Familiarity with accounting integrations such as QuickBooks, Xero, or similar tools is strongly preferred.

Applicants should have excellent written and spoken communication skills, along with the ability to stay professional and composed in pressure-filled situations. Strong technical reasoning, careful documentation habits, and comfort using helpdesk, CRM, and ticketing systems are also required.

You should be detail-oriented, accountable, and able to see customer issues through to completion. An interest in customer needs and, ideally, familiarity with marine or waterfront-related industries would be a plus.

Benefits

• Competitive pay based on experience.
• Fully remote work within the United States.
• Opportunity to contribute in a high-growth SaaS environment shaping a modern industry category.
• Exposure to both technical support and customer-facing problem solving.
• Team-oriented culture that values learning and continuous improvement.
• Room to grow into Customer Success, Product, or Technical Support paths.
• A dynamic position with a direct effect on customer satisfaction and product evolution.

Application and privacy notice

Applications are reviewed through an AI-assisted matching process designed to evaluate fit quickly and fairly against the role’s core requirements. The shortlist is then shared with the hiring company, which manages interviews, assessments, and final selection.

By applying, you acknowledge that personal data may be processed to assess candidacy and shared with the employer as part of the recruitment process. This processing relies on legitimate interest and pre-contractual measures where applicable, including GDPR. You may exercise data rights such as access, correction, deletion, and objection at any time.

AI tools may support parts of the recruitment workflow, including application review, resume analysis, and consistency checks, but they do not replace human judgment. Final hiring decisions are made by people.