Customer Support Representative

New

Based in the United StatesFull-TimeMiddle

Salary not disclosed

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Job Details

2+ years of experience in customer support, ideally within a SaaS, software, or technical product environment.
Experience with accounting workflows, financial systems, or payment-related processes in a support or operational context.
Familiarity with accounting integrations such as QuickBooks, Xero, or similar platforms is highly desirable.
Strong written and verbal communication skills with the ability to remain clear, professional, and calm under pressure.
Strong technical aptitude with the ability to diagnose issues before escalating and document findings effectively.
Comfortable working with support tools such as helpdesk systems, CRM platforms, and ticketing workflows.
Strong attention to detail, ownership mindset, and ability to manage issues through to resolution.
Curiosity about customer needs and, ideally, interest in marine or waterfront-related industries.

Manage inbound customer support requests across email, phone, and chat while meeting response time and quality standards.
Diagnose, troubleshoot, and resolve software and technical issues, escalating to Product or Engineering teams when needed with clear documentation.
Provide support for accounting workflows, payment processes, and financial reconciliation issues within the platform.
Assist customers with integrations between the platform and third-party accounting tools such as QuickBooks or Xero.
Maintain deep product knowledge across all modules and updates to ensure accurate and confident customer guidance.
Identify recurring issues and patterns in customer interactions and share insights with Product, Customer Success, and Sales teams.
Contribute to knowledge base content, internal documentation, and continuous improvement of support processes.

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