Customer Support Specialist

WHAT YOULL DO

Seakeeper dealers, boat builders, and our customers are an extension of our team, helping us change the way people boat forever! As our Customer Support Specialist, you will partner closely with our internal sales, support, and field service teams to shape the experience our customers have when purchasing and utilizing their Seakeeper Ride system. You will provide superb customer service to our internal and external partners and lead the charge in supporting them every step of the way by:

• Acquiring a deep understanding of our Seakeeper Ride technology how the product works, how it is installed and common issues to provide best-in-class customer support
• Collaborating closely with internal Sales and Technical Service teams to create, manage, and update customer cases within NetSuite (our ERP and CRM system)
• Serving as the first point of contact for Tier 1 technical inquiries related to Seakeeper Ride systems, including basic troubleshooting and root cause diagnosis
• Fielding all inbound email and phone inquiries with a strong sense of urgency, ensuring timely responses and appropriate routing to internal team members when escalation is required
• Creating, processing, and following through on Return Authorizations (RAs), ensuring accuracy, proper documentation, and timely resolution
• Administering and supporting warranty claims by verifying eligibility, ensuring required documentation is submitted, and coordinating internally to move claims through review to resolution
• Maintaining accurate warranty and return records in NetSuite, following established policies, processes, and approval requirements
• Working directly with boat manufacturers, boat dealers, aftermarket customers, and internal departments to confirm account requirements and help prevent shipping delays
• Proactively communicating any shipping delays, warranty updates, return-related issues, or other changes to customers, setting clear and realistic expectations throughout the process
• Consistently following established processes and procedures while exercising sound judgment and creative problem-solving to resolve unique or non-standard situations
• Identifying process gaps, recurring issues, or opportunities for improvement and communicating recommendations to leadership

WHAT YOU NEED TO SUCCEED

MUST-HAVES

• High school diploma and 1-3 years of related customer service or technical product experience
• Experience working within an ERP or CRM system
• Ferocious attention to detail with the ability to sort through data to identify and understand the root cause of any discrepancies
• Ability to work independently with little management
• Demonstrate good judgment and be of unquestionable integrity
• Ability to handle confidential and sensitive information with discretion
• Maintain a positive, professional, and customer centric attitude always.
• Be professional, show initiative, be responsive, resourceful, and flexible.
• Strong verbal and written communication skills; fluency in English is required
• Superior time management, multitasking, organizational, and prioritization skills

NICE-TO-HAVES

• Associate or bachelors degree
• Demonstrated proficiency in Microsoft Office products, specifically Excel
• Experience with NetSuite or Salesforce
• Experience answering technical questions in a customer service setting
• Multilingual

MORE DETAILS YOULL WANT TO KNOW

• This position is based on site at our Ft. Myers facility
  • Hours are 8:00 am -5:00 pm, Monday - Friday
• You'll report to our Customer Support Manager, also based In Ft. Myers

YOUR TEAM

Our Customer Support Specialist is nestled within a small and passionate group of individuals with widespread skills in our Sales & Support team responsible for supporting new product development and growth supporting Seakeeper Ride systems. We all wear many hats and work together to accomplish a range of responsibilities. Were looking for a versatile team player who wants to learn and grow within Seakeeper, finding their own niche to command ownership within the department.

WHY YOU'LL LOVE IT HERE

Its true that we make extraordinary products, but our favorite part about Seakeeper is our people! We love the culture we have built and are aggressively protective of our team atmosphere. This is why we value your cultural fit as equally as we value your technical contributions. With a palpable passion for what we do, we work hard, move fast and are constantly pushing (or should we say crushing) boundaries. That means there is no room for jerks!

We operate with the nimbleness and growth mindset of a scrappy startup. Throughout the organization, we take ownership and accountability for our ultimate team success by openly and actively seeking out constructive feedback on how we can improve. We believe great ideas can strike at any moment, and when you have one, youre empowered to speak up!

Fast-paced and hands-on dont even begin to describe what youll experience here. That means you have the freedom to make a difference and contribute to the larger goal, regardless of your position. The only constant at Seakeeper is change, and we thrive on it!

WHO WE ARE

71% of our Earth is covered by water and we want everyone to make the most of it. Thats why we are on a mission to create products that transform the boating experience with an organization that employees want to work for, customers want to buy from, and vendors want to partner with.

Founded in 2008, we have grown from a start-up operation to the worldwide leader in marine motion control. The journey began with our gyrostabilization technology, which eliminates up to 90% of boat roll and creates a land-like experience on the water. This technology went from an unknown commodity to a must-have boating requirement in the first decade. In 2022, we added another jaw-dropping technology to our portfolio with the launch of Seakeeper Ride, a first-of-its-kind Vessel Attitude Control System which eliminates underway pitch and roll, making time on the water safer and more comfortable for everyone onboard. In summary, we are in the business of creating gravity-defying products that completely change the way people spend their time on the waterand we are just getting started!

We have long runways with both of our technologies with new addressable markets on the horizon and drive to push the boundaries of what our technologies can do. With dedicated focus to each segment, in addition to shared leadership of each vertical, we can balance the different demands of each segment while providing a consist overall vision and direction of the company.

Ready for a new challenge in a fast-paced environment? Want to help us disrupt an industry? Come on and apply, we are ready for you!

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Seakeeper is personally committed to building an inclusive and diverse workforce. We are an Equal Employment Opportunity Employer/Affirmative Action Employer and do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, marital status, veteran status, genetic information, or any other protected characteristic under applicable law. All employment is decided on the basis of job requirements, individual qualifications, and business need.