Customer Support Specialist

WHAT YOU’LL 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 Net Suite (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 Net Suite, 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

• 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

• Associate or bachelor’s degree
• Demonstrated proficiency in Microsoft Office products, specifically Excel
• Experience with Net Suite or Salesforce
• Experience answering technical questions in a customer service setting
• Multilingual

• 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

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. We’re looking for a versatile team player who wants to learn and grow within Seakeeper, finding their own niche to command ownership within the department.

It’s true that we make extraordinary products, but our favorite part about Seakeeper is our people! We love the culture we have built and are…