Customer Support Representative

4 weeks ago

Boston, Massachusetts, United States The Wanderlust Group Full time

Hi We're The Wanderlust Group an outdoor technology company composed of and We build marketplaces that connect adventurers to outdoor destinations, and technology that helps those destinations thrive. We believe that the best way we can make the world better is to get people out in it.

At The Wanderlust Group, you'll be an integral part of a growing team, able to make an immediate impact and work alongside some of the most talented and dynamic people anywhere. We believe that a great culture enables great teams to do incredible things.

As a full-time Customer Support Representative you will provide frontline support to both our boater and marina customers; helping to facilitate network engagement, improving technical familiarity with our software, and ensuring that people are spending more time on the water as a result of using our products.

Our Support Team operates in an omni-channel environment (email, phone, live chat), quickly responding to customer requests to deliver a human and consultative support experience through personal communication, creative problem-solving, and a thorough knowledge of how our software and the marine industry works.

Delivering exceptional customer experiences and providing actionable feedback to our Success, Sales, and Product teams based upon your interactions with our customers is central to this role. Expectations for success are deeply intertwined with our principles and values as a company.

As a Customer Support Representative @ The Wanderlust Group, you will:

  • Operate our helpdesk, providing front line support via phone, email and live chat channels
  • Answer how-to questions and help customers navigate a variety of tools within our software
  • Diagnose software issues and engage with our product and engineering teams to resolve
  • Help build and influence the operations of a growing Support Team in a developing start-up environment
  • Identify issues and opportunities with marinas in our marketplace and work with account owners to help deepen customer engagement with our software
  • Communicate thoughtful customized solutions that help customers resolve their problems
  • Review customer feedback and help build actionable reports for our business based on customer conversations
  • Build relationships and trust with our customers (boaters and marinas) through being responsive, respectful, and receptive to their requests
  • Flex to work a semi-variable schedule that allows us to meet customer demand, including working some weekends and being on-call for some holidays

We think the best candidates will:

  • BA/BS degree or equivalent work experience
  • 1-3 years experience in customer service
  • Connect with the mission and core values of our Company and Brand
  • Find creative problem solving fulfilling & challenging
  • Enjoy helping people with an understanding of customer service principles
  • Are process oriented, have great attention to detail, and exceptional note taking skills
  • Are motivated, curious, and eager to learn
  • Take ownership of their mistakes and failures and use them as opportunities for personal growth
  • Adapt quickly to changing priorities in customer and company needs
  • Are patient and professional with customers while working through varying levels of issues
  • Have a clear, professional, and informative communication style
  • Are interested in building technical skills and learning about HTML, CSS, APIs and more
  • Are proficient in Zendesk and/or Salesforce - not required, but a plus
  • Have experience troubleshooting POS hardware - not required, but a plus
  • Have experience using, troubleshooting, or supporting billing software and systems - not required, but a plus
  • Are familiar with the marine industry - not required, but a plus

We're all about adventure here @ The Wanderlust Group, but we also want you to know what to expect on your journey with us, starting with the application phase through the interview process:

  • Interview Process Step 1: 30-minute Zoom or Phone / Exploratory call with a member of our Talent Team
  • Interview Process Step 2: A take-home sample ticket exercise
  • Interview Process Step 3: 30-minute Zoom Meeting / Interview with our Head of Customer Support, Ryan Walsh
  • Interview Process Step 4: 30-minute Zoom Meeting / Final Interview with our Co-Founder, Tyler Kneisel

Please check out the following resources to learn more about us:

  • Blog | The Wanderlust Group: Outdoor Travel Technology Company
  • Dockwa Boating and Cruising Blog | Cruising, Travel, How-To, Events, Regattas
  • | Where boaters come first to find slips & services.
  • Dockwa on the App Store
  • Dockwa on Google Play

Customer Support is a great place to start at The Wanderlust Group to gain understanding of boaters, marinas, and our Dockwa product to support a long career at the company. Historically, Customer Support Reps have taken their experience on the frontlines and grown into various other internal roles across the Tech and Customer Success departments.

The Wanderlust Group is a unique company and culture. A hybrid B2B and B2C business, we connect boaters to marinas. Because we believe in the value of putting screens down and getting outside, we operate on a flexible, results-oriented staffing culture to meet the needs of our customer base. We also care a lot about the marinas we serve. They are often small businesses playing an important role in the local economy around them. That dedication carries through our work. Finally, because we are wanderers at heart, we are a remote-first company, within the US.

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