• 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.

• Respond promptly to customer inquiries across all support channels, accurately identifying needs and offering tailored solutions, product recommendations, and information • Handle refunds and replacements, conducting follow-ups whenever product inspections are needed • Coordinate closely with the Warehouse and Operations teams to track order statuses, manage backorders, and process updates (address changes, item modifications, shipping adjustments) • Monitor, analyze, and escalate customer feedback, complaints, and trends to uncover opportunities for improvement across product formulas, packaging, shipping, website experience, and overall satisfaction • Collaborate with Marketing on customer engagement initiatives including giveaways, review collection, and campaigns • Support the Marketing and Product Development teams on Body Project (our in-house product testing program) by managing tester communications and review collection • Report weekly and monthly metrics to the Operations and Growth teams • Monitor and respond to comments and DMs on Instagram and TikTok daily, engaging with authenticity in the Soft Services brand voice • Proactively engage with customers and community members, helping build long-term relationships—not just responding to questions, but participating meaningfully in conversations around body care and product experiences • Identify and flag high-value UGC, feedback, and community moments to the Marketing team for amplification or response • Engage on Reddit on behalf of the brand—identifying relevant subreddits and conversations where Soft Services can authentically contribute, sharing product information, answering questions, and building community presence without coming across as promotional • Track social sentiment trends and surface recurring themes or concerns to the broader team • Maintain a consistent, on-brand voice across all social touchpoints