Customer Success Specialist - Wavve Boating Inc.

About Wavve Boating

Wavve Boating is the most downloaded marine navigation app in the United States and Canada. Rated 4.6 stars with over 10,000 reviews, our app helps boaters navigate with ease, connect with their community, and explore waterways with confidence. Our commitment to customer-led product development and community collaboration has always been core to our success.

Wavve Boating customizes nautical charts to the draft of the user’s vessel and real-time water levels to provide an intuitive and easy-to-read map. Boaters can see their friends on the water, share favorite spots, and discover new restaurants, routes, and destinations, all from their phone. Featured by Apple as a “New App We Love,” awarded Boating Industry’s Top Product of 2025, and integrated into select BRP Sea-Doo models, Wavve blends innovative technology with a deeply engaged community of recreational boaters. Our mission is to make incredible on-the-water experiences easier, safer, and more accessible globally.

Over the past seven years, we’ve grown our subscriber base across Canada, the United States, Australia, and the United Kingdom. We’re now looking for an enthusiastic student to join our team during our busy summer season as a Customer Success Specialist.

About the Role

At Wavve Boating, we take an all-hands-on-deck approach to customer support. We strongly believe that understanding our customers and product inside and out makes us better as a team. With continued subscriber growth heading into summer 2026, we’re looking for additional dedicated support to help us maintain our high service standards.

This summer role (May through September) will provide weekend coverage plus three flexible weekdays, making it ideal for a student looking for meaningful, hands-on experience in a fast-growing tech company.

In this role, you will be responsible for responding to inbound customer requests across our support channels. You’ll quickly become highly familiar with our product and play a key role in shaping the customer experience. Beyond delivering top-tier service, you’ll help identify trends in customer feedback and contribute ideas to improve our communication, product, and support processes. You’ll work closely with both our Customer Success and Marketing teams.

Wavve Boating operates as a hybrid team within Ontario. Team members located in Kingston are required to work in our office two days each week.

Who We’re Looking For

We’re looking for someone who is:

• Tech-savvy and comfortable learning new software quickly
• A strong written communicator with a friendly, professional tone
• Naturally curious and detail-oriented
• A self-starter who enjoys solving problems independently

What You’ll Gain

Wavve Boating offers a unique opportunity that is rare to find in the Kingston area. This role is a great fit if you’re interested in:

• Real-world experience at a growing tech startup
• Direct exposure to product and marketing teams
• Customer success and SaaS experience for your resume
• Ownership and meaningful responsibility (not just busywork)
• Flexible scheduling

Key Responsibilities

Customer Support & Communication:

• Respond to inbound customer questions across support channels (email, chat, app reviews, etc.)
• Provide fast, clear, and helpful responses that are easy to understand
• Maintain a consistently friendly, empathetic, and professional tone
• Ensure customers feel heard, supported, and confident using Wavve

Issue Investigation & Problem Solving:

• Take the time to fully understand customer issues before responding
• Recreate bugs or product confusion when possible to identify root causes
• Clearly document recurring issues and edge cases for the broader team
• Know when to escalate complex or sensitive situations internally

Customer Experience Management:

• Handle customer concerns and complaints with empathy and professionalism
• Identify situations that could escalate and proactively intervene
• Work closely with internal teams to resolve high-priority cases quickly
• Help turn challenging interactions into positive customer outcomes

Content & Continuous Improvement:

• Create and refine help desk content, FAQs, and automated responses
• Improve the clarity and usefulness of customer-facing resources
• Identify opportunities to streamline support workflows
• Contribute ideas to improve product onboarding and communication

Voice of the Customer Advocacy:

• Look for patterns in feedback and share insights with the team
• Surface trends that could improve product, messaging, or support
• Identify moments where customers are delighted and encourage positive reviews when appropriate
• Act as a strong advocate for the customer within the company

Role Requirements

• Highly organized with the ability to manage multiple priorities and shift gears quickly.
• Excellent written and verbal communication skills, with strong attention to tone and clarity.
• Demonstrated ability to work independently and execute reliably in a fast-paced environment.
• Clear, practical thinking with the ability to prioritize and problem-solve
• Comfort working in digital tools such as Google Workspace or Microsoft Office
• Familiarity with modern communication platforms (e.g., social media, app messaging, reviews, forums)
• Currently pursuing a degree in marketing, communications, business, or a related field

Nice to Have:

• Experience working with or marketing a mobile app or subscription product.
• Familiarity with boating, marine navigation, or outdoor recreation industries.
• Personal interest in boating or time spent on the water.

Get to Know our Values

We’re building a team that cares deeply about our customers, our craft, and the communities we serve. If that resonates with you, we’d love to introduce you to what we stand for.

• Raise the bar, every day - We continuously improve our product, our decisions, and ourselves. Good enough today won’t be good enough tomorrow.
• Make it happen - We are biased toward action, solve problems end-to-end, and turn ideas into results.
• Let the data lead - We ground decisions in evidence, measure what matters, and learn from it.
• Own the outcome - We take responsibility, follow through, and never pass the buck. If it’s broken, we help fix it, regardless of role.
• Win as one team - We communicate respectfully, promptly, and directly. We assume positive intent, address issues early, and resolve them together.
• Get in the customer's boat - We build for everyday boaters; if it doesn’t clearly help them on the water, it doesn’t ship. We treat our customers with the same care and respect we give our neighbours.
• Enjoy the ride - We take our work seriously, not ourselves. We celebrate progress, stay optimistic, and remember why building Wavve is fun.