Customer Experience Manager

Responsibilities

• Drive customer success through proactive outbound engagement, ranging from product demonstrations to onboarding planning.
• Synthesize customer feedback and advocate for improvements with Product and other internal teams to influence roadmaps.
• Lead internal projects to improve the customer experience, including research efforts and internal tool adjustments.
• Act as a subject matter expert for small business and self-serve customer personas, such as contractors and insurance adjusters.
• Leverage AI tools and automation to streamline workflows, improve documentation, and increase operational efficiency.

Requirements

• 4–8 years of experience in customer-facing roles, preferably working with small businesses.
• Proven experience autonomously designing and leading projects from end to end.
• Comfort with proactive outbound outreach via phone and email to engage customers.
• Proficiency with modern AI tools (e.g., Claude, ChatGPT) to automate and optimize workflows.
• Experience delivering effective product demonstrations and walkthroughs.
• Fluency in using modern customer service platforms such as Intercom or Salesforce.
• Ability to thrive in a fast-moving, dynamic environment with frequent product updates.

Preferred Qualifications

• Familiarity with the home improvement industry, including restoration, remodeling, or insurance adjusting.

Benefits

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Unlimited and flexible vacation policy.
• Generous paid parental and new child bonding leave.
• Monthly mandatory self-care days to recharge.
• Remote wellbeing resources including fitness classes and virtual therapy.
• Support for continued education and professional certifications.

About the Company

Hover helps people design, improve, and protect the properties they love. Using proprietary AI built on over a decade of real property data, Hover provides homeowners, contractors, and insurance professionals with accurate, interactive 3D models of any property from a simple smartphone scan.