Customer Support Representative in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Representative based in the United States.
This role is a key frontline position within a fast-growing, product-driven software environment serving both marina operators and boaters. You will act as the first point of contact for customers, helping them troubleshoot technical issues, navigate platform features, and resolve operational challenges across multiple channels. The position blends customer service, technical problem-solving, and product expertise, with a strong focus on delivering clear, calm, and effective communication. You will play an important role in shaping the customer experience while also contributing valuable insights that influence product and process improvements. Working in an omni-channel support environment, you will handle diverse and often complex inquiries, from software navigation to financial workflows. This is a highly collaborative role where customer interactions directly inform broader business decisions. It is ideal for someone who enjoys solving problems and improving user experience in a dynamic SaaS setting.
- 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.
- 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.
- Competitive compensation aligned with experience
- Fully remote position within the United States
- Opportunity to work in a fast-growing SaaS environment shaping a modern industry category
- Exposure to both technical product support and customer-facing problem solving
- Collaborative, team-oriented culture with strong focus on learning and improvement
- Career growth opportunities across Customer Success, Product, or Technical Support tracks
- Dynamic role with direct impact on customer satisfaction and product development