Customer Support Specialist Jobs

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:

• Strong troubleshooting skills and the ability to actively report customer bugs to engineering to ensure the fastest resolution possible
• Being organized in setting priorities, adherence to scheduled activities, and timely responses to customers
• Aptitude to be the voice of HOVER by handling different customer issues via email, phone, and chat
• An excited mindset to learn about new products as they get launched
• 1-2 years experience working in a customer service or technical support environment

Benefits

• Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
• Paid Family Leave- We support work/life balance and offer generous paid parental and new child bonding leave
• Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Paid Time Off - Unlimited and flexible vacation policy
• Healthcare - Comprehensive medical, dental, and vision coverage for you and your dependents

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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