Sr. Customer Experience Specialist

Hover is making the homeowner journey easy, transparent and fun. Starting with the home improvement industry,  we’re answering age-old questions like, “What is it going to look like?” and “What is it going to cost?”, by helping homeowners and pros visualize what’s possible with Artificial Intelligence (AI) and interactive 3D property models. Homeowners, contractors, and insurance professionals all use Hover to get fully measured, accurate, and interactive models of any property—in a matter of minutes, and with just a few snaps of a smartphone camera.

Join a team that is rooted in challenging the status quo, persistence, and dedicated to serving our employees, customers, and communities. With key investors, including Google Ventures and Menlo Ventures and leading insurance carriers such as Travelers, State Farm, and Nationwide, Hover is committed to changing the world, one home at a time. At Hover, we believe there is strength in diversity and are fostering an inclusive and diverse culture by hiring qualified, talented people from a wide variety of backgrounds.

Why Hover wants you

We care deeply about delivering an exceptional customer experience. While our product is built to be intuitive and self-service-friendly, we are equally committed to engaging directly with our users to ensure they thrive.  Our Customer Experience team is a real differentiator in our space, and we hear constantly from our users how grateful they are for the personalized and earnest help we provide.  Our team brings empathy and attention to detail to every customer interaction, and this position requires strong critical thinking, communication, and technical troubleshooting skills.  You will become a subject matter expert in both our Product and our Customers, and your mission is to engage them directly to help them have the best experience possible.

Our Customer Experience teams

Our Customer Experience teams have two core workflows, with some of our Specialists focusing on an Inbound motion while some of our Specialists focus on an Outbound motion.  Both work in a queue of tickets/engagements day to day, with the former focusing on interactions that customers bring to us via Phone, Email, and Chat, and the latter focuses heavily on Phone calls to customers to help them with a targeted effort.

Specialists in both workflows spend the majority of their day directly helping customers, and all Specialists help customers resolve their issues with speed, empathy, and creativity.  Similarly, all Specialists act as prominent liaisons for the ‘voice of the customer’ internally within Hover, helping spread the word about what product improvements or go-to-market changes should be made to improve the customer experience.

All Specialists share the same job title and are at the heart of helping our customers thrive and succeed using Hover’s platform, constantly asking itself what else we can do to improve the customer experience.  While they may approach their day-to-day in different motions across the two teams, this is a unified effort and organization invested in helping our users.

Your role working our Outbound Motion

 This is a newer team and we are excited to invest in growing this effort.  Over the last year, we have had two people prove this effort out and build confidence in this motion, and now we are excited to hire a group of Specialists to help build it out as a fuller team living side-by-side with the Inbound motion.

Specialists on this team focus primarily on phone calls, reaching out to customers in order to help them proactively with their needs.  Sometimes, we know precisely what they need, for example calling them to help with a product failure or billing issue.  Other times, we know generally that they need help, such as scenarios in which our math models are predicting that their ‘Churn Risk’ is rising and we want to check in and see if there’s anything we can do to improve their experience.

This team is also a frequent conduit for sharing feedback with Product around new feature launches and helping train and enable some early adopter users for beta solutions.  Customers really appreciate the thoughtful outreach this team provides in moments of need to help guide and nudge them on a successful journey using the Hover platform, whether it is helping unblock an issue or point them towards an opportunity.

Your background includes

• 3-5 years of experience in a customer-facing support role (e.g. customer success, support, account management).
• Experience and comfort spending most of the day directly engaging with customers on the phone, including calling them proactively to assist with an issue when they may not be expecting your call
• Ability to stay composed while managing multiple priorities and customer interactions simultaneously
• Experience at a dynamic, fast moving company with frequent new prod