• Answer inbound phone calls, emails, text messages, and online inquiries • Guide homebuyers and Realtors through the inspection scheduling process • Explain inspection packages and additional services • Build rapport and provide a caring, professional customer experience • Respond quickly to customer questions and concerns • Schedule and confirm inspection appointments • Coordinate inspector availability and daily routes • Manage calendar changes, reschedules, and cancellations • Ensure inspection details are accurate and complete • Enter and maintain accurate customer information • Update appointment records and notes • Monitor pending opportunities and follow-up tasks • Assist with appointment reminders and communication workflows • Provide exceptional service to referring real estate agents • Follow established communication standards with Realtor partners • Help strengthen long-term referral relationships through timely communication and professionalism

• 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 payment-related issues with confidence • Troubleshoot integrations between Dockwa and third-party accounting platforms (QuickBooks, Xero, etc.) • Build trust with marina operators and boaters through clear, patient, technically credible communication • Identify patterns across support interactions and surface actionable insights to Product, CS, and Sales • Partner with account owners on expansion or engagement opportunities surfaced through support • Contribute to internal documentation, knowledge base, and process improvements that raise the team's collective capability

• Investigar, comparar y seleccionar la mejor opción de proveedores, bienes y servicios para generar soluciones eficientes. • Asegurar calidad del producto o servicio, satisfacción del cliente y rentabilidad para la compañía. • Acompañar estrategias comerciales relacionadas con el nivel de servicio a nuestros clientes. • Evaluar opciones de despacho y abastecimiento de acuerdo con los requerimientos de la operación.

• Live chat & first-level support: Manage the live chat and respond to initial inquiries from potential and existing customers. • Triage and categorization of inquiries: Determine which issues can be resolved immediately and when to escalate to second- or third-level support teams. • Coordinate with internal teams to process customer requests efficiently and ensure fast resolutions. • Contract & payment management: Handle contract and payment processes following successful customer sign-ups. • Create and manage subscriptions in our system. Ensure accurate billing processes run smoothly for our customers. • Onboarding & system setup for new customers: Process space-planning orders and enter the data into our system. • Initial system configuration for new customers to ensure they get an optimal start with desk.ly. • Work closely with Customer Success to continuously improve the onboarding process.