Customer Support Specialist, HOVER
The US base hourly range for this full-time position is $33.17-$37.98 hourly
Smartphone 3D modelling for homes
Open for applications
Smartphone 3D modelling for homes
201-500 employees
Open for applications
The US base hourly range for this full-time position is $33.17-$37.98 hourly
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
- We are looking for a candidate who brings empathy and attention to detail to every customer interaction and when working with our internal teams
- This position requires strong critical thinking, communication, and troubleshooting skills
- 3+ years experience working in a customer service or technical support environment
- Aptitude to be the voice of Hover by handling different customer issues via email, phone and chat
- Organizational and prioritization skills when balancing several responsibilities and/or conversations with customers at the same time
- Strong troubleshooting skills and the ability to actively report customer bugs into engineering to ensure the fastest resolution possible
- Enthusiasm and a growth mindset to learn about new products as they get launched
- Fluency in both English and Spanish is strongly preferred
What the job involves
- Hover is looking for an exceptional Customer Support Specialist to make an immediate impact in our mission to provide a top-tier customer experience
- Hover’s Customer Support is a differentiator in our space and we are looking for someone who is ready to be part of a high performing team
- As part of our team you’ll develop your product and industry skills to become a subject matter expert in one or more areas and use the expertise that you develop to not only answer the question “How can I solve this problem?” but also “How can I help this customer get the most value from using Hover?”
- The Customer Support team at Hover is a centerpiece of the company
- Whether through helping Sales with their largest accounts to reporting complex bugs to Engineering, Support is heavily involved
- The support team is the perfect opportunity to learn about our product and our customers while being on a team that collaborates cross-functionally and has fun
- Working directly with our customers, you will maintain a level-headed and helpful attitude under pressure
- You will apply creative problem solving and critical thinking to solve our most difficult customer pain points
- You will identify root causes to determine permanent resolutions; in many cases you will broadcast these customer experiences to the company
- You will participate in the education of customers through webinar presentations that aim to build customer confidence in using our product
- You will also assist in the creation of training documentation for new issues that arise
- You will participate in incident triage as the representative of our customers when products or systems go down
- Along the way, you will keep records of customer interactions, transactions, comments and complaints to provide a rich data set for our Go-To-Market and Product teams
- You will develop detailed summaries of critical customer interactions to present to our cross-functional partners in the company to drive engagement and product improvements
- Additionally, you’ll connect with customers who have had difficult experiences to attempt to improve their outcome, or otherwise obtain helpful insights into their issues
- You will build your skillset, relationships, and your knowledge of product and process to create opportunities for professional growth
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
Few candidates hear
back within 2 weeks
33% female employees
-10% employee growth in 12 months
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 values
- Think - To evolve how home improvement happens for homeowners and professionals, we share our diverse perspectives, question assumptions, and push each other to innovate
- Do - We have a strong bias towards action. We work to transform great thinking into products that wow our customers, and we learn and adapt along the way
- Serve - We are guided by the principles of servant leadership and transparency. Whether working with colleagues, serving our customers, or engaging in community work, empowering others through service is part of our core
Company HQ
Financial District, San Francisco, CA
Articles
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.
Salary benchmarks
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