Customer Experience Manager

Responsibilities

• Work with customers (especially small business customers who are self-serve) 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. 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.

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 Have

• Familiarity with home improvement, ranging from restoration/remodeling contractors to insurance adjusting to home building

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
• Generous paid parental and new child bonding leave
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge