Customer Experience Manager
About The Position
Hover helps people design, improve, and protect the properties they love. With proprietary AI built on over a decade of real property data, Hover answers age-old questions like “What will it look like?” and “What will it cost?” Homeowners, contractors, and insurance professionals rely on Hover to get fully measured, accurate, and interactive 3D models of any property — all from a smartphone scan in minutes. At Hover, we’re driven by curiosity, purpose, and a shared commitment to serving our customers, communities, and each other. We believe the best ideas come from diverse perspectives and are proud to cultivate an inclusive, high-performance culture that inspires growth, accountability, and excellence. Backed by leading investors like Google Ventures and Menlo Ventures, and trusted by industry leaders including Travelers, State Farm, and Nationwide — we’re redefining how people understand and interact with their spaces. 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.
Requirements
- 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 Haves
- familiarity with home improvement, ranging from restoration/remodeling contractors to insurance adjusting to home building
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.
Benefits
- Competitive salary and meaningful equity in a fast-growing company
- Comprehensive medical, dental, and vision coverage for you and dependents
- Unlimited and flexible vacation policy
- We support work/life balance and offer generous paid parental and new child bonding leave
- A day set aside each month to allow employees to recharge
- We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
- We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
