Customer Support

Full Time

San Francisco, CA OR REMOTE

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The Company

Dover is the modern recruiting department for the world's top companies. We combine domain expertise with best-in-class automation to help companies hire the best talent for their open roles.

Recruiting is a $50B industry in the US, but recruiting departments and agencies still have incredibly manual processes. Recruiters spend countless hours on administrative work, so they have less time to do what they do best: pitch and close candidates.

We've built a better way. Our advanced ML-powered matching software finds the perfect candidates for a particular role, and our NLP outreach system reaches out to those candidates in a highly personalized way. We're automating the entire recruiting stack, from sourcing to scheduling.

The Role

Dover is looking to expand our Customer Support team. This team has a diverse background but we all love helping our customers find the perfect candidate for their open roles. As an early employee, you'll have the opportunity to grow immensely within the company.

Your day to day work will involve helping to onboard new customers, and being the first touchpoint for any & all questions they may have. Obsessed with providing stellar customer service & support, you'll proactively sweep our communication channels (Slack, Email) to ensure that no ball is dropped. Our customers will know they can rely on you to be prompt, responsive, available, and friendly. Behind the scenes, our team will depend on your organization skills to keep us aligned. This is a highly collaborative role in addition to managing tasks and a high volume of customer tickets.

This role will report directly to our CTO. We are a small and growing team, so your responsibilities will evolve rapidly. As an early hire, you will have unparalleled opportunity for ownership and growth within the company.

The Responsibilities

  • Help onboard new customers
  • Create documentation & help center materials for our customers
  • Be an expert in the way the Dover product works
  • Use a variety of tools — Meetingbird, GSuite (Sheets, calendar & mail) Slack & Notion to communicate with the team & take notes
  • Work with the Dover product team to make Dover an even better solution for our customers
  • Respond to customer queries in a timely and accurate way, via email or Slack
  • Identify customer needs and help customers use specific features
  • Analyze and report product bugs
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams

About You

  • You've worked in a customer-facing role
  • Bonus: You've worked at a B2B company
  • You have 2+ years of professional working experience
  • You are a great communicator and have excellent email hygiene
  • You have used technologies like CRMs/ATS, and are really good at getting up to speed with new technologies
  • You are comfortable with creating high-quality documentation, both internal and external
  • You're extremely organized and detail oriented
  • You have a growth mindset — you welcome feedback and constantly want to improve
  • You are customer service oriented and communicative
  • Bonus: You love sheets and flowcharts

Our Commitment to Diversity

At Dover, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do this because we know the more inclusive we are, the better our work will be.

Dover does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

All employment is decided on the basis of qualifications, merit, and business need. We encourage candidates of underrepresented backgrounds to apply.

Benefits

At Dover, we think benefits should empower you to be your best, both in and outside of work.

Development

  • Competitive salary & meaningful equity
  • Support for workshops and lectures for personal & professional development
  • Opportunities to grow within the company

Wellness

  • Comprehensive health and dental benefits covered 100%
  • Reimbursements for physical & mental wellness
  • Daily lunch

Flexibility

  • All the tools you need to do your best work, including laptop, monitor, desk, chair, & more
  • Flexible work schedule and open vacation policy
  • Volunteer time off
  • Virtual assistant to take chores off your plate & help you focus on work

In addition to everything above, we do swag, birthday gifts, & host bi-weekly, socially distanced team events.

We prefer candidates in San Francisco, CA but will make exceptions for particularly strong candidates across the US and Canada.

Interested? Apply here →