Role Description As a Customer Support Representative at Dockwa, you'll provide frontline support to both marina operators and boaters—helping them navigate our software, solve technical challenges, and spend more time on the water. You'll operate in an omni-channel environment, delivering consultative support through personal communication, creative problem-solving, and deep product knowledge. This role reports directly to the Customer Support Team Lead and sits at the critical intersection of customer experience and product intelligence. Your daily interactions with customers generate insights that shape our product roadmap, sales strategy, and customer success initiatives. Core responsibilities - 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 Qualifications - 2+ years in customer support, ideally supporting a software product or technical platform - Experience with accounting, financial workflows, or payment systems -- either in a support context or as a power user - Familiarity with accounting integrations (QuickBooks, Xero, or similar) is a strong plus - Exceptional written and verbal communication -- clear, professional, and precise under pressure - Strong technical aptitude: you diagnose before you escalate, and you document what you find - Comfortable working across helpdesk, CRM, and support tooling; quick to learn new systems - Pattern recognition -- you notice when the same issue surfaces twice and you do something about it - High ownership orientation: you follow issues to closure and don't let things fall through the cracks - Genuine curiosity about the marine industry or waterfront business operations is a plus

• Provide offline (asynchronous) customer support; • Work with a focus on customer experience and satisfaction; • Perform back-office (BKO) activities; • Identify and analyze customer questions and requests; • Support contractual processes related to fixed-line products (data and voice); • Ensure proper routing and follow-up of requests.

• Provide exceptional support for event-related inquiries and coordination • Assist with ticketing, scheduling, and transactions for events • Troubleshoot issues with tickets and escalate as necessary • Communicate updates and information to customers via phone and email • Manage multiple requests with attention to detail

Role Description SOLD Store support position: - Store support for all SOLD channels US and CA Stores (Includes but not limited to the following): - Order online in Store/Pay in Store: ability to work Store orders placed on our platform and analyze functions to locate order errors and payment discrepancies to ensure orders placed are valid and processed efficiently. - Store fulfillment: must have working knowledge with our OMS (Order Management System) and the stores WMS (Warehouse Management systems) to monitor and assist stores with inventory variance issues; Shipping label creation; order routing; an understanding of all basic fulfillment processes. - Order Online/Pickup in Store: have an understanding of the order flow and how to assist stores in timely claiming and completion of pickup in-store orders. - International Orders: Ability to format and update international address information and consolidate for customer clarity. - Phone and email support and correspondence to stores - Phone and email support and correspondence with Customers - Reviews SOLD Orders OMS – Order management System (Saleswarp) to maximize daily throughput - May require Order research and analytical/statistical information collection for Store training - SOLD Order projects assigned if needed Essential Functions/Major Job Responsibilities: - Edits or updates incoming SOLD Orders in Saleswarp - Edits SOLD Orders; Sold Invalid and Sold Pending Orders in Saleswarp - Finding O.O.S. Product when Fulfillment team cannot locate product on SOLD Orders from Local Stores - Routing of orders in Saleswarp OMS - Assist stores in WMS issues in Saleswarp - Problem solving skills utilizing Legacy office system Apropos - Possess a familiarity with the Shipping carriers used and understanding of the various Ship methods offered with the ability to diagnose and spot order tracking issues. Qualifications - 1-to-2-year Customer service experience preferred - Zumiez in store experience nice to have - High school degree or equivalent (GED) Requirements - Receiving and corresponding to store and customer Emails via Zen Desk Daily - Answers incoming Store support calls in Zen Talk - Excel - Working with Spreadsheets for data input and export to load SOLD Orders - Basic Business math skills for cash sheet analysis - Legacy System Knowledge (Apropos) - reviewing store web payment information - Apropos POS Comment fields to review Apropos Order numbers and Stores entering of Order numbers in their register system Engage - Usage of Report Manager for Store and SOLD Channel Analytics Benefits - Stock purchase program (with minimum hours) - Product discount Physical Demands & Work Environment - No physical demands required - High pace, highly competitive work environment - Daily goals and Projections