Remote - US
Customer Experience
HOVER is a software platform offering measurement, visualization, estimation, and ordering solutions to the construction and insurance markets. HOVER uses patented technology making it possible for anyone with a smartphone camera to create an interactive 3D model, complete with detailed measurements and powerful design features. The data produced is extremely valuable as it generates a single source of truth for the physical world allowing for more veracity throughout the home improvement and insurance processes. We’ve found an incredibly strong product-market fit across construction, insurance, and newly emerging, with Homeowners. What's the secret sauce? Cutting edge technology, an exceptional culture, and a commitment to our values (Think. Do. Serve.).
With our team of investors, including Google Ventures, Menlo Ventures, The Home Depot, and leading Insurance carriers such as Travelers, State Farm, and Nationwide, HOVER is committed to continuing our success and facilitating growth. We believe there is strength in diversity so we hire skilled and passionate people from a wide variety of backgrounds.
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Why HOVER wants you:
HOVER is looking for an exceptional customer support specialist to make an immediate impact in our mission to provide a top-tier customer experience. You bring empathy and attention to detail to ensure that the customer’s issues are resolved in the most effective and efficient way. You bring strong critical thinking skills to the team by bringing customer insights and feedback to the company so that we can improve HOVER’s internal and external tools and processes. You’ll develop your product and industry skills to become a subject matter expert in one or more areas.
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. Whether it’s solving an easy question or writing up training documentation, this team knows HOVER inside and out.
You will contribute by:
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 customer pain points. You will apply a resourceful approach to resolving common issues and instead of providing canned responses, you will look into the root causes and try to provide a permanent solution for recurring issues. You will also assist in the creation of training documentation for new issues that arise.
Along the way, you will keep records of customer interactions, transactions, comments, and complaints to provide a rich data set for our Sales team. 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 outcomes, or otherwise obtain helpful insights into their issues. You will build your skillset, relationships, and your knowledge of products and processes to create opportunities for professional growth.
Your background includes:
Benefits
The US base salary range for this full-time, non-exempt position is $23.08 - $34.13/hr. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
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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
Remote - US
Customer Experience
Are you authorized to work in the country in which this job is offered? *
Will you now or in the future require HOVER’s sponsorship to continue or extend your current work authorization status? *
If you answered yes to the above question, what is your current immigration status, and when does your current status/work authorization expire?
What is your desired working location?*
U.S. Equal Employment Opportunity Information (Completion is voluntary)
Individuals seeking employment at HOVER are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic(s) protected by applicable law. HOVER requests information on the race/ethnicity, gender, and veteran status of our applicants for monitoring equal employment opportunity and as part of the Company’s commitment to a diverse and inclusive workplace. Completing this survey is voluntary. All responses are kept private and will not affect your candidacy for employment.
Completing this survey is voluntary. All responses are kept private and will not affect your candidacy for employment.
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