Senior Manager, Customer Support

Responsibilities

• Manage, coach, and develop the support team.
• Own the weekly cadence, the quality bar, coverage and scheduling through a season that runs seven days a week from May to September, hiring, and performance.
• Your job is to make the next 500 marinas cost less to support than the last 500.
• 20% Incidents, escalations, and the seams.
• Run critical incidents end to end.
• Own the escalation path so it does not land on the VP.
• Own response and resolution time against SLA across email, phone, and chat, in season and out, including a paid premium tier with a tighter commitment.
• Move the ratio of tickets to marinas, and be able to say which piece of the work moved it.
• Run critical incidents as the incident owner.
• Make the severity call, own customer comms and timing, and run the follow-up that stops the repeat.
• Design coverage and staffing through a May-to-September season that runs seven days a week, without carrying peak cost through the winter.
• Partner with Product and Implementation on the patterns underneath repeat tickets, and make the case with evidence rather than complaint volume.

Preferred

• Vertical SaaS with embedded payments and a fragmented SMB operator base.
• Marketplace or two-sided support, operator plus consumer, with the mess that sits between them.
• We will teach you marinas, boating, and our product.
• We are not going to teach you how to run a team or how to build a support system.

Build the deflection system

knowledge base, self-serve, macros, and the AI answer layer that already handles first-line chat.

Build Tier 2 SME coverage across ten product modules, including the areas that have no owner today: Telescope and Insights, Service, and payment disputes. Stand up boater support as a real function rather than overflow, ahead of Dockwa+ growth and Trip Insurance claims volume. Build your own reporting. There is no support ops analyst and there will not be one in 2027.

Absorb support for customers arriving through acquisitions, including the call on whether an inherited queue consolidates into ours. Partner with customer success and customer marketing in managing self-serve customers using 1 to many engagement tactics What we're looking for Required 6+ years in customer support, with 3+ years managing support teams of five or more, including hiring, scheduling, performance, and comp conversations. You have moved a ticket-per-customer or deflection number and can give the before, the after, and the mechanism.

Hands-on with a modern support stack

HubSpot Service Hub, Intercom, Jira, (or similar stack) and an AI answer layer. Experience deploying AI deflection. You have owned an SLA in a seasonal or spiky business and staffed for the peak without carrying peak cost all year. You have run critical incidents as the person in charge of the room, not the person reporting into it. You build your own reporting.

Preferred

You have run support for two different audiences at once. A business operator who loses money when the product is down, and a consumer with a booking problem; we need different things from the same team. You have folded another company's support queue and customers into yours after an acquisition.

About Dockwa Dockwa is reshaping the $230+ billion marine industry. After 12 years of building trust with marina operators and boaters, we have achieved something rare: category-defining position in a fragmented industry ready for transformation. The marina industry is experiencing a generational shift. Private equity consolidation is accelerating. Operators face pressure to run marinas like real businesses, not lifestyle assets. This creates the opportunity to become the default operating layer for an industry that has never had one.