Customer Support Representative @ The Wanderlust Group

Cambridge, MA, Newport, RI & Remote

Hi - We’re The Wanderlust Group (TWG)! We are a New England based technology startup passionate about connecting people with the outdoors and getting boaters on the water more frequently.

At TWG you’ll be an integral part of a small team, be able to make an immediate impact, and work alongside some of the most talented and dynamic people you’ve ever worked with. We believe that 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 Service Rep @ 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
  • 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

We think a great candidate will have:

  • BA/BS degree or equivalent work experience
  • 1-3 years experience in customer service
  • Bonus: Have experience troubleshooting POS hardware
  • 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 proficient in Zendesk and/or Salesforce - not required, but a plus
  • Are interested in building technical skills and learning about HTML, CSS, APIs and more

The Wanderlust Group is a unique company. A hybrid B2B and B2C business, we connect boaters to marinas and campers to campgrounds. Because we believe in the value of putting screens down and getting outside, the entire company practices offline Mondays. Spend your Mondays hiking, thinking, reading, sailing. It doesn’t matter as long as you’re not emailing or in meetings. To make sure our customer support stays constant, we stagger our support team days off but ensure they can all enjoy the four-day work weeks too. We also care a lot about the marinas and campgrounds 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, this position is open to remote candidates.