Customer Experience Manager

Menlo Ventures; New York (NY); Hybrid; USD 54,304 - 67,447; Full time

Benefits offered by this job

Competitive salary and equity

Comprehensive healthcare coverage

Unlimited vacation policy

Generous parental leave

Self-care days

Learning and development support

Job summary

A technology company in New York City is seeking a Customer Experience Specialist to engage with customers and enhance their experience on the platform. The role involves proactive outreach, conducting platform demos, and documenting customer insights to drive improvements. Ideal candidates have 3-5 years in customer-facing roles, strong technical troubleshooting skills, and a commitment to excellent customer service. Join a fast-paced team focused on building meaningful customer connections and contributing to product enhancements.

Qualifications

• 3-5 years of experience in customer-facing roles required.
• Comfortable managing multiple customer interactions.
• Ability to adapt conversation styles based on customer needs.

Responsibilities

• Conduct 75-100 proactive outbound calls to customers.
• Run live demos of the Hover platform.
• Educate customers on Hover’s features.
• Document interactions and share insights.

Skills

Customer engagement

Technical troubleshooting

Communication

Critical thinking

Organizational skills

Proactive outreach

Tools

Salesforce

Intercom

Job description

Hover helps people design, improve, and protect the properties they love. With proprietary AI built on over a decade of real property data, Hover answers age-old questions like “What will it look like?” and “What will it cost?” Homeowners, contractors, and insurance professionals rely on Hover to get fully measured, accurate, and interactive 3D models of any property — all from a smartphone scan in minutes.

At Hover, we’re driven by curiosity, purpose, and a shared commitment to serving our customers, communities, and each other. We believe the best ideas come from diverse perspectives and are proud to cultivate an inclusive, high-performance culture that inspires growth, accountability, and excellence. Backed by leading investors like Google Ventures and Menlo Ventures, and trusted by industry leaders including Travelers, State Farm, and Nationwide — we’re redefining how people understand and interact with their spaces.

Why Hover wants you

We care deeply about delivering an exceptional customer experience. While our product is built to be intuitive and self-service-friendly, we are equally committed to engaging directly with our users to ensure they thrive. Our Customer Experience team is a real differentiator in our space, and we hear constantly from our users how grateful they are for the personalized and earnest help we provide. Our team brings empathy and attention to detail to every customer interaction, and this position requires strong critical thinking, communication, and technical troubleshooting skills. You will become a subject matter expert in both our Product and our Customers, and your mission is to engage them directly to help them have the best experience possible.

Our Customer Experience teams operate in two core workflows: an Inbound motion and an Outbound motion. Specialists in both workflows spend the majority of their day directly helping customers — resolving issues with speed, empathy, and creativity. All Specialists act as prominent liaisons for the voice of the customer internally, helping drive product improvements and go-to-market changes that improve the customer experience.

This is a fast-moving organization. Hover is adapting and changing rapidly, which means the team is constantly learning, iterating, and growing alongside the product. If you thrive in dynamic environments and love being part of a team that is building something meaningful, this role is for you.

You will contribute by

This is a newer, high-impact team that we are actively growing. Specialists on this team are customer-facing approximately 95% of the time, spending the majority of each day on the phone or on demos with customers. You will proactively reach out to customers at key moments in their journey — from onboarding through retention — to help them get maximum value out of the Hover platform.

You will support a range of outbound motions across the customer lifecycle, including: new customer onboarding, churn risk intervention, membership renewals, failed scan recovery, and feature adoption campaigns. The team uses data and algorithms to identify who to contact and when, so your outreach is targeted, timely, and impactful.

Your Responsibilities

• Conduct ~75-100 proactive outbound calls to customers at key moments in their journey (onboarding, adoption, churn risk, and renewals).
• Run ~20-30 live demos of the Hover platform and tailor conversations to each customer’s business needs and experience level. Be able to clearly communicate our pricing structure to customers and identify which structure best fits their business needs.
• Help customers resolve issues (such as failed scans) and guide them toward successful platform usage.
• Educate customers on Hover’s features and identify opportunities to expand adoption of the platform.
• Capture and share customer insights with Product and cross-functional teams to improve the customer experience.
• Document interactions and contribute to improving outbound processes, team operations, and performance metrics.
• Leverage AI tools and automation to help streamline workflows, improve documentation, and identify opportunities to make customer guidance and outreach more efficient.

Your background includes

• 3–5 years of experience in a customer-facing role (e.g., SDR, customer success, support, technical support, account management).
• Comfort and experience spending the majority of your day engaging directly with customers on the phone — including proactive outreach to customers who may not be expecting your call.
• 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).
• Curiosity, enthusiasm, and comfortability using AI tools to improve workflows, build smarter processes, and make customer operations more scalable.
• A genuine commitment to prioritizing customer outcomes and a team-first mentality.
• Nice to have: Experience working in product-led growth (PLG) environments and familiarity with the contractor, restoration, or broader trades industries.

Benefits

• Compensation - Competitive salary and meaningful equity in a fast-growing company
• Healthcare - Comprehensive medical, dental, and vision coverage for you and dependents
• Paid Time Off - Unlimited and flexible vacation policy
• Paid Family Leave - We support work/life balance and offer generous paid parental and new child bonding leave
• Mandatory Self-Care Days - A day set aside each month to allow employees to recharge
• Remote Wellbeing Resources - We provide recurring fitness classes, meditation/ mindfulness tools, virtual therapy, and family planning assistance
• Learning - We encourage continued education and will help cover the cost of management training, conferences, workshops, or certifications

Hybrid roles at Hover

Hover has Hubs in San Francisco and New York City, where we expect that all employees living within a 50-mile radius of our offices will come into their local Hover office at least three times a week to build rapport and foster organic connection. This role will be based out of our NYC office.

The US base salary range for this full‑time position is $39.42 - $48.96 per hour. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all applicable US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.