# Customer Experience Manager

**Company:** [Hover](https://hotfix.jobs/companies/hover)
**Location:** Remote
**Role:** Customer Success
**Experience:** 4+ years
**Skills:** AI Tools, ChatGPT, Claude, Intercom, Salesforce, Customer Outreach, Product Demos, Customer Research, Workflow Automation, Technical Troubleshooting
**Posted:** 2026-09-01

> 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.

## Job Description

## 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.

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