Customer Experience Manager

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.

You will contribute by

While we have had the Inbound motion successfully active for many years, this Outbound motion is a newer, high-impact team that we are actively growing. In our Outbound motion, you will often find yourself proactively reaching out to customers at key moments in their journey – from onboarding through retention. We want our customers to get the maximum value out of the Hover platform, and you drive that in a variety of ways, ranging from product demos to research conversations to onboarding planning as they learn and plan how to infuse Hover into their company workflow.  The Inbound team works alongside you in a more classic Customer Support motion for when customers reach out and create tickets for specific issues, and your Outbound team is more proactively deployed to engage customers in moments where they may not have even realized they need something until we reach out.

You are responsible for driving cross-functional projects internally and synthesizing the voice of the customer for your colleagues.  Regular duties include sharing product feedback and recommendations internally, driving research efforts to call down lists of customers and ask them about X to learn Y to inform future company plans, joining internal working groups and workshops to share your perspective on how the project will impact our small business and self-serve customer segments in particular, etc. In all of these responsibilities, you are expected to exercise independent judgment — diagnosing customer needs, designing outreach strategies, and recommending internal changes without relying on prescribed playbooks or scripts.

This team is extremely dynamic and things change every month as we learn and adapt.  Your core competencies and core objectives stay the same, but our tactics, projects, motions, and focus areas are constantly evolving.  One month you may find yourself trying to synthesize how a new product feature resonates with customers by leading product demonstration sessions tailored to each customer's business context, and another month you may find yourself doing cold outbound calls and emails to customers identified as high churn risk to check in and try to learn why they aren’t thriving, what Hover needs to do differently to help businesses like theirs succeed, and suggesting changes to our tactics in response to your learnings.

Your skillset goes beyond simply being a good people-person on the phone, and you will be designing and implementing your own workflows and tactics regularly.  You won’t always be handed a cookie cutter playbook or script, but rather you will need to figure it out on your own, iterate based on results, and share learnings back with the team.  You will be responsible for using AI to streamline and automate your workflows, pull data, and generally find ways to be 10x effective at your work.

Your Responsibilities

• Work with customers (especially small business customers who are self-serve, rather than buying contracts through our sales team) to help them thrive using the Hover platform, ranging from delivering product demos to strategizing their internal team rollout to gathering and distilling product feedback to share internally and influence our roadmaps
• Propose and then lead internal projects to improve the customer experience, ranging from internal tool adjustments to research efforts
• Be an expert of our small business / self service customer personas, their business needs, what they care about, etc.  You will spend the majority of your time talking to Contractors and Insurance Adjusters who are using Hover in their daily work.
• Be an expert of our product and platform, running demos end to end and knowing all of the tips and tricks to help customers understand our nuanced offerings and get the most value
• Actively listen and synthesize customer feedback and issues so that you can guide them towards resolution, investigate internally what is happening, and ultimately advocate for improvements internally with Product and other teams
• Leverage AI tools and automation to help streamline workflows, improve documentation, and identify opportunities to make customer guidance and outreach more efficient.

Your background includes

• 4–8 years of experience in customer-facing roles, preferably with small businesses
• Experience autonomously designing and leading projects end to end, without a direct playbook being given to you for every step of the way
• Comfort and experience proactive outreaching to customers on the phone to engage and help them, many of whom may not be expecting your call at that moment
• Daily usage and tinkering with modern AI tools (e.g. Claude, ChatGPT), including finding ways to streamline and automate your workflow
• A natural ability to navigate and adapt conversations in real time, adjusting your approach based on customer type, mood, and needs.
• Experience delivering product demos or walkthroughs, with the ability to make complex features feel simple and relevant.
• Experience at a dynamic, fast-moving company with frequent product launches and tooling changes — you are energized by constant learning and re-learning.
• Ability to stay composed and effective while managing multiple priorities and customer interactions simultaneously.
• Strong organizational skills and attention to detail, with thorough documentation habits.
• Fluency working daily within a modern customer service platform (e.g., Intercom, Salesforce, or equivalent).
• A genuine commitment to prioritizing customer outcomes and a team-first mentality.
• Nice to have: familiarity with home improvement, ranging from restoration/remodeling contractors to insurance adjusting to home building

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

Hybrid roles at Hover

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 times a week to build rapport and foster organic connection. This role will be based out of our NYC office. 

The US base salary range for this full-time position $112,000 - $139,000 annually. Our pay 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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