Senior Customer Experience Specialist, HOVER
The US hourly rate range for this full-time position is $39.42 - $45.19. Offers equity
Smartphone 3D modelling for homes
Be an early applicant
Smartphone 3D modelling for homes
201-500 employees
Be an early applicant
The US hourly rate range for this full-time position is $39.42 - $45.19. Offers equity
201-500 employees
Company mission
To disrupt the home improvement industry and reinvent the homeowner experience by building the world's most comprehensive and accurate physical property data set.
Role
Who you are
- 3-5 years of experience in a customer-facing support role (e.g. customer success, support, account management)
- Experience and comfort spending most of the day directly engaging with customers on the phone, including calling them proactively to assist with an issue when they may not be expecting your call
- Ability to stay composed while managing multiple priorities and customer interactions simultaneously
- Experience at a dynamic, fast moving company with frequent new product launches and tooling changes, requiring constant learning and re-learning to stay on top of things
- Strong organizational skills and attention to detail with thorough documentation
- Fluency working daily within a modern customer service tool (e.g. Intercom)
- A commitment to prioritizing genuine customer outcomes over all else
What the job involves
- We care deeply about delivering an exceptional customer experience
- While our product is built to be intuitive and self-service-friendly, we are equally committed to engaging directly with our users to ensure they thrive
- Our Customer Experience team is a real differentiator in our space, and we hear constantly from our users how grateful they are for the personalized and earnest help we provide
- Our team brings empathy and attention to detail to every customer interaction, and this position requires strong critical thinking, communication, and technical troubleshooting skills
- You will become a subject matter expert in both our Product and our Customers, and your mission is to engage them directly to help them have the best experience possible
- Our Customer Experience teams have two core workflows, with some of our Specialists focusing on an Inbound motion while some of our Specialists focus on an Outbound motion
- Both work in a queue of tickets/engagements day to day, with the former focusing on interactions that customers bring to us via Phone, Email, and Chat, and the latter focuses heavily on Phone calls to customers to help them with a targeted effort
- Specialists in both workflows spend the majority of their day directly helping customers, and all Specialists help customers resolve their issues with speed, empathy, and creativity
- Similarly, all Specialists act as prominent liaisons for the ‘voice of the customer’ internally within Hover, helping spread the word about what product improvements or go-to-market changes should be made to improve the customer experience
- All Specialists share the same job title and are at the heart of helping our customers thrive and succeed using Hover’s platform, constantly asking itself what else we can do to improve the customer experience
- While they may approach their day-to-day in different motions across the two teams, this is a unified effort and organization invested in helping our users
- This is a newer team and we are excited to invest in growing this effort
- Over the last year, we have had two people prove this effort out and build confidence in this motion, and now we are excited to hire a group of Specialists to help build it out as a fuller team living side-by-side with the Inbound motion
- Specialists on this team focus primarily on phone calls, reaching out to customers in order to help them proactively with their needs
- Sometimes, we know precisely what they need, for example calling them to help with a product failure or billing issue
- Other times, we know generally that they need help, such as scenarios in which our math models are predicting that their ‘Churn Risk’ is rising and we want to check in and see if there’s anything we can do to improve their experience
- This team is also a frequent conduit for sharing feedback with Product around new feature launches and helping train and enable some early adopter users for beta solutions
- Customers really appreciate the thoughtful outreach this team provides in moments of need to help guide and nudge them on a successful journey using the Hover platform, whether it is helping unblock an issue or point them towards an opportunity
Application process
- Please submit resume in PDF Format
Our take
Hover sets out to disrupt the exterior home improvement industry with a platform that enables homeowners to turn basic photos of their property into full 3D models. The platform uses up to eight ground-level photographs of the property, which are patched together into a three-dimensional image.
This image, which is layered with information on materials and dimensions of the structure, can then be used by insurance companies to assess and price damage, without the need to dispatch an inspector.
Hover has had over one million app downloads and following series D financing in 2020, the company has invested in enhancing its 3D data platform whilst expanding its eCommerce efforts. In 2022, Hover was named one of CB Insights Top 50 innovative Insurtech companies 2022.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Nov 2020
$60m
SERIES D
Apr 2019
$25m
SERIES C
Total funding: $127.3m
Company benefits
- Compensation - Competitive salary and meaningful equity in a fast-growing company
- Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
- Paid Time Off - Unlimited PTO for exempt employees and PTO accrued at 3 weeks per year for non-exempt employees
- Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
- Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
- Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
- Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications
Company HQ
Financial District, San Francisco, CA
Leadership
AJ Altman
(Founder)Majored in Computer Engineering at Notre Dame before joining Intel as an engineer. Was a consultant to the US Department of Defense and an infantry officer in the Marine Corps.
Ross Hangebrauck
(Chairman of the Board)Was Managing Director of Almaz Capital from 2013 to 2019. Also co-founded North Vector and is Director of Dabbl.
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