Customer Support Specialist

Job Description

Job Description

Waterbox Aquariums is a leading manufacturer and distributor of high-quality aquariums and aquatic products. We are passionate about creating stunning underwater environments that bring joy and tranquility to our customers' lives. Our team is dedicated to providing exceptional products and service, and we believe that every detail matters when it comes to delivering excellence.

Company Culture:

At Waterbox Aquariums, we foster a collaborative and supportive work environment where every team member's contribution is valued. We believe that passion, creativity, and dedication are the driving forces behind our success. We are committed to providing exceptional products and services to our customers and take pride in our attention to detail and commitment to excellence

Customer Support Specialists

As a Customer Support and Aquatic Specialist at Waterbox Aquariums, you play a critical role in delivering an exceptional customer experience while actively supporting the care, maintenance, and operation of aquarium systems at our headquarters. This position combines high-level customer support responsibilities with hands-on aquarium expertise, making both skill sets essential to success in the role.

You serve as a primary point of contact for new and existing customers, ensuring a seamless, successful, and exciting ownership experience. You provide solution-driven support across a diverse customer base, including e-commerce customers, key accounts, brand ambassadors, and international distribution partners. At the same time, you maintain and support freshwater and saltwater aquarium systems, assist with installs and breakdowns, and help uphold the premium standards of the Waterbox brand through healthy, visually stunning displays.

The ideal candidate is detail-oriented, customer-focused, self-driven, and experienced in aquarium husbandry. You are comfortable managing multiple support cases while also handling the day-to-day responsibilities of aquarium care. You leverage strong communication and problem-solving skills to troubleshoot customer issues, guide product setup, maintain livestock health, and ensure success both internally and externally.

You will work cross-functionally with Operations, Sales, Marketing, and Brand Development to maximize customer satisfaction and support company growth. Through continuous learning and dedication, you will develop deep expertise in Waterbox products and the aquatics industry.

Customer Support:

• Serve as a primary point of contact and escalation resource for Waterbox customers, managing post-sales support activities.
• Provide exceptional technical support via phone, email, and chat.
• Assist customers with inquiries, concerns, and complaints in a professional and timely manner.
• Analyze customer needs and recommend appropriate products, accessories, or solutions.
• Guide customers through setup, troubleshooting, and successful long-term use of Waterbox products.
• Upsell relevant products or services that improve customer success and satisfaction.
• Process claims, refunds, and resolutions in accordance with company procedures.
• Conduct outbound calls and follow-up communications regarding orders, cases, or updates.
• Maintain accurate records of customer interactions and case activity.
• Ship small parcel orders from headquarters as needed.

Aquarium Operations & Maintenance

• Assist with the setup, installation, breakdown, and movement of freshwater and saltwater aquarium systems.
• Perform routine maintenance, including water changes, cleaning, equipment inspections, and system checks.
• Monitor and maintain water quality parameters for optimal livestock health.
• Feed and care for fish, corals, and invertebrates while observing behavior and condition.
• Troubleshoot pumps, lighting, filtration, ATO systems, plumbing, and other aquarium equipment.
• Help maintain clean, organized, and visually appealing display aquariums throughout the facility.
• Support product testing, demonstrations, photography/video setups, and showroom readiness when needed.

Required Skills & Qualifications

• 1–2+ years of hands-on aquarium experience is a huge plus, maintaining freshwater and/or saltwater systems.
• Strong working knowledge of aquarium equipment, including filtration, lighting, pumps, heaters, skimmers, and ATO systems.
• Understanding of water chemistry, cycling, nutrient control, and livestock care best practices.
• Familiarity with common fish, coral, and invertebrate species and husbandry requirements.
• Strong customer service skills with the ability to professionally manage difficult situations.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly and confidently to customers of all experience levels.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Comfortable using computer systems, CRMs, and support software.
• Sales or upselling experience is a plus.
• Bilingual candidates are a plus.

Waterbox Aquariums is a leading manufacturer of premium aquariums and aquatic products. We take pride in delivering high-quality systems that inspire and elevate our customers’ homes and spaces. Our team values hard work, attention to detail, innovation, and a commitment to excellence.

Company Description

Waterbox Aquariums is a leading manufacturer of premium aquariums and aquatic products. We take pride in delivering high-quality systems that inspire and elevate our customers’ homes and spaces. Our team values hard work, attention to detail, innovation, and a commitment to excellence.