Customer Experience Manager

HOVER; New York, Northern (NY, KY); On-site; USD 112,000 - 139,000; Full time

Benefits offered by this job

Competitive salary

Meaningful equity

Healthcare

Unlimited PTO

Paid family leave

Self-care days

Remote wellbeing resources

Learning stipend

Job summary

Hover is seeking a Customer Experience professional in New York City to engage small business customers, lead demos, and drive proactive outreach. You will synthesize feedback, guide clients to success, and partner with Product to improve the Hover platform.

The role emphasizes empathy, technical troubleshooting, and data-driven outreach in a fast-moving environment. Base salary ranges reflect US locations, with a hybrid NYC role requiring collaboration across offices.

Qualifications

• 4-8 years of experience in customer-facing roles, preferably with small businesses.
• Experience autonomously designing and leading projects end to end.
• Comfort with proactive outreach to customers by phone.
• Daily usage of modern AI tools (e.g., Claude, ChatGPT).

Responsibilities

• Work with small business customers to help them thrive using the Hover platform, from demos to planning their rollout.
• Lead internal projects to improve the customer experience and distill product feedback.
• Be an expert on our small business/self-serve personas and engage Contractors and Insurance Adjusters.
• Run product demos end to end and explain nuanced offerings to customers.
• Listen, synthesize feedback, investigate issues, and advocate for improvements with Product.
• Leverage AI tools to streamline workflows and improve guidance and outreach.

Skills

Customer-facing

Project management

Outbound outreach

AI tools

Communication

Demos

Tools

Intercom

Salesforce

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.

You will contribute by

While we have had the Inbound motion successfully active for many years, this Outbound motion is a newer, high-impact team that we are actively growing. In our Outbound motion, you will often find yourself proactively reaching out to customers at key moments in their journey - from onboarding through retention. We want our customers to get the maximum value out of the Hover platform, and you drive that in a variety of ways, ranging from product demos to research conversations to onboarding planning as they learn and plan how to infuse Hover into their company workflow. The Inbound team works alongside you in a more classic Customer Support motion for when customers reach out and create tickets for specific issues, and your Outbound team is more proactively deployed to engage customers in moments where they may not have even realized they need something until we reach out.

You are responsible for driving cross-functional projects internally and synthesizing the voice of the customer for your colleagues. Regular duties include sharing product feedback and recommendations internally, driving research efforts to call down lists of customers and ask them about X to learn Y to inform future company plans, joining internal working groups and workshops to share your perspective on how the project will impact our small business and self-serve customer segments in particular, etc. In all of these responsibilities, you are expected to exercise independent judgment - diagnosing customer needs, designing outreach strategies, and recommending internal changes without relying on prescribed playbooks or scripts.

This team is extremely dynamic and things change every month as we learn and adapt. Your core competencies and core objectives stay the same, but our tactics, projects, motions, and focus areas are constantly evolving. One month you may find yourself trying to synthesize how a new product feature resonates with customers by leading product demonstration sessions tailored to each customer's business context, and another month you may find yourself doing cold outbound calls and emails to customers identified as high churn risk to check in and try to learn why they aren’t thriving, what Hover needs to do differently to help businesses like theirs succeed, and suggesting changes to our tactics in response to your learnings.

Your Responsibilities

Work with customers (especially small business customers who are self-serve, rather than buying contracts through our sales team) 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. You will 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.

Your background includes

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

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 $112,000 - $139,000 annually. 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.

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