Customer Support Specialist (EST)

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. 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. 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. 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. 

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 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.

Your background includes:  

• 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

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 and 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

Hover has Hubs in San Francisco and New York City, where we expect that all employees living within a 50-mile radius of our offices will come into their local Hover office at least three days a week to build rapport and foster organic connection. At this time, Hover is not considering fully remote roles. This role will be based out of our New York City Hub. 

The US base hourly range for this full-time position is $33.17-$37.98 hourly. Our hourly 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 applicable 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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