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- Tasks: Engage with customers to enhance their experience using our innovative platform.
- Company: Join a dynamic tech company redefining property interaction with cutting-edge AI.
- Benefits: Enjoy competitive salary, unlimited PTO, and comprehensive health coverage.
- Other info: Work in a fast-paced environment with opportunities for growth and learning.
- Why this job: Make a real impact by helping customers thrive with our unique technology.
- Qualifications: 4-8 years in customer-facing roles, strong communication, and project management skills.
The predicted salary is between 112000 - 139000 ÂŁ per year.
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.
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.
Your Responsibilities:
- Work with customers (especially small business customers who are self-serve) to help them thrive using the Hover platform, ranging from delivering product demos to strategising 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.
- Actively listen and synthesise 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.
- Daily usage and tinkering with modern AI tools (e.g. Claude, ChatGPT).
- 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.
- 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 prioritising customer outcomes and a team-first mentality.
Benefits:
- Competitive salary and meaningful equity in a fast-growing company.
- Comprehensive medical, dental, and vision coverage for you and dependents.
- Unlimited and flexible vacation policy.
- Generous paid parental and new child bonding leave.
- A day set aside each month to allow employees to recharge.
- Recurring fitness classes, meditation/mindfulness tools, virtual therapy, and family planning assistance.
- Encouragement for continued education and support for management training, conferences, workshops, or certifications.
This role will be based out of our NYC office.
The US base salary range for this full-time position is $112,000 - $139,000 annually.
Customer Experience Manager in York employer: Hover
Contact Detail:
Hover Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in York
✨Tip Number 1
Get to know the company inside out! Research Hover's products and customer experience approach. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be engaging with customers directly, being able to articulate your thoughts clearly and empathetically is key. Try role-playing with a friend or using mock calls to build confidence.
✨Tip Number 3
Leverage your network! Reach out to current or former employees at Hover to gain insights about the company culture and expectations. They might even give you tips on how to stand out during the interview process.
✨Tip Number 4
Don't forget to showcase your adaptability! Highlight experiences where you've had to think on your feet or adjust your approach based on customer needs. This aligns perfectly with Hover's dynamic environment.
We think you need these skills to ace Customer Experience Manager in York
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for delivering exceptional customer experiences shine through. We want to see how you connect with customers and make their journey smoother, so share specific examples of how you've done this in the past!
Tailor Your Application: Make sure to customise your application to reflect the skills and experiences that align with the Customer Experience Manager role. Highlight your ability to engage with small business customers and your experience with proactive outreach — it’s all about showing us you understand what we’re looking for!
Be Authentic and Personable: We love a bit of personality! Don’t be afraid to let your unique voice come through in your writing. Share your story and why you’re excited about the opportunity at Hover. Remember, we’re looking for someone who can connect with our customers on a personal level.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Hover!
How to prepare for a job interview at Hover
✨Know the Product Inside Out
Before your interview, make sure you understand Hover's platform and its features thoroughly. Familiarise yourself with how it benefits small businesses and contractors. This will help you answer questions confidently and demonstrate your genuine interest in the role.
✨Showcase Your Customer-Centric Mindset
Prepare examples from your past experiences where you've gone above and beyond to enhance customer satisfaction. Highlight your ability to listen actively and adapt your approach based on customer needs, as this aligns perfectly with Hover's commitment to exceptional customer experience.
✨Be Ready for Dynamic Scenarios
Since the role involves adapting to changing situations, think of instances where you've successfully navigated unexpected challenges. Be prepared to discuss how you would handle various customer interactions, especially when they may not be expecting your outreach.
✨Emphasise Your Project Management Skills
Hover values independent project management, so come equipped with examples of projects you've led autonomously. Discuss how you designed workflows or strategies without a playbook, showcasing your initiative and problem-solving skills.