Customer Experience Manager

Own proactive customer engagement for small-business users, helping them adopt Hover through demos, outreach, troubleshooting, and workflow planning. The role also leads customer-experience projects, synthesizes feedback for product teams, and requires 4–8 years of customer-facing experience plus strong AI-tool, communication, and organizational skills.

About the job

Responsibilities

Help small-business and self-serve customers thrive using the Hover platform through product demos, rollout planning, customer outreach, feedback gathering, and issue resolution.
Propose and lead internal projects that improve the customer experience, including tooling adjustments and customer research.
Develop expertise in small-business and self-service customer personas, business needs, and workflows, particularly for contractors and insurance adjusters.
Run end-to-end product demonstrations and explain nuanced platform capabilities in an accessible, relevant way.
Listen to and synthesize customer feedback and issues, investigate problems cross-functionally, guide customers toward resolution, and advocate for product improvements.
Use AI tools and automation to streamline workflows, improve documentation, and make customer guidance and outreach more efficient.
Design outreach strategies and workflows independently, iterate based on results, and share learnings with the team.

Requirements

4–8 years of experience in customer-facing roles, preferably serving small businesses.
Experience independently designing and leading projects end to end.
Experience proactively contacting customers by phone, including customers who may not expect the outreach.
Daily experience using and experimenting with modern AI tools such as Claude or ChatGPT.
Ability to adapt conversations in real time based on customer type, mood, and needs.
Experience delivering product demonstrations or walkthroughs and simplifying complex features.
Experience working in a dynamic environment with frequent product launches and tooling changes.
Ability to manage multiple priorities and customer interactions while remaining composed and effective.
Strong organization, attention to detail, and documentation skills.
Fluency with a modern customer service platform such as Intercom or Salesforce.
Strong customer-outcome focus and team-first mindset.

Nice to Have

Familiarity with home improvement, including restoration and remodeling contractors, insurance adjusting, or home building.

Compensation and Benefits

Competitive salary and meaningful equity.
Comprehensive medical, dental, and vision coverage for employees and dependents.
Unlimited, flexible vacation policy.
Paid parental and new-child bonding leave.
Monthly self-care days.
Fitness classes, meditation and mindfulness tools, virtual therapy, and family planning assistance.
Learning and development support.