Customer Experience Lead: SMB Solutions & Demos

HOVER; San Francisco (CA); Hybrid; USD 112,000 - 139,000; Full time

Benefits offered by this job

Equity

Healthcare

Paid time off

Paid family leave

Self-care days

Remote wellbeing resources

Learning opportunities

Job summary

Hover is seeking a Customer Experience professional to join our hybrid NYC-based team. You will drive outbound customer engagement, run end-to-end product demos, and synthesize feedback to influence product plans.

You’ll design workflows, use AI to automate tasks, and collaborate across product and support to help small business users get maximum value from Hover. You will work with self-serve contractors and insurance professionals, balancing onboarding with retention tactics, and you’ll thrive

Qualifications

• 4–8 years in customer-facing roles, preferably with small businesses.
• Experience autonomously designing and leading projects end to end.
• Comfort with proactive outreach by phone to engage customers.
• Daily use of modern AI tools for workflows.
• Strong ability to adapt conversations in real time.
• Experience delivering product demos or walkthroughs.
• Thrives in a fast-moving, high-change environment.
• Excellent organizational skills and thorough documentation habits.
• Fluent with modern customer service platforms (Intercom, Salesforce, etc.).
• Commitment to prioritizing customer outcomes and teamwork.

Responsibilities

• Work with self-serve, small business customers to help them thrive using the Hover platform, from demos to rollout planning.
• Lead internal projects to improve the customer experience and drive research.
• Become an expert on our small business/self-serve personas and tie insights to roadmap.
• Run product demos end-to-end and explain nuanced features clearly.
• Listen, synthesize, and relay customer feedback to internal teams for improvements.
• Leverage AI tools to streamline workflows and automate guidance and outreach.

Skills

Customer-facing experience

Project design & leadership

Proactive outreach

AI tools literacy

Communication adaption

Product demos delivery

Multitasking under pressure

Documentation & organization

Customer outcomes focus

Job description

Hover is seeking a Customer Experience professional to join our hybrid NYC-based team. You will drive outbound customer engagement, run end-to-end product demos, and synthesize feedback to influence product plans.

You’ll design workflows, use AI to automate tasks, and collaborate across product and support to help small business users get maximum value from Hover. You will work with self-serve contractors and insurance professionals, balancing onboarding with retention tactics, and you’ll thrive