Customer Support Representative

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 exterior home improvement, insurance, and financial services. 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 and Menlo Ventures, 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.

Why HOVER wants you:

HOVER is looking for an exceptional customer support representative to join our team to make a large impact right away. You will run point on customers’ issues and resolve their inquiries in an attentive and empathic manner. While becoming a product expert, you will perform the key responsibility of providing valuable feedback to improve HOVER's internal and external tools.

The customer support team at HOVER is a centerpiece of the company. From helping sales with their big accounts to reporting 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 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. 

Your background includes:  

• 1-2 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 
• Being organized in setting priorities, adherence to scheduled activities, and timely responses to customers
• Strong troubleshooting skills and the ability to actively report customer bugs into engineering to ensure the fastest resolution possible
• An excited mindset to learn about new products as they get launched

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 - Flexible vacation policy 
• 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 

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