At a Glance
- 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 £ 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
At Hover, we pride ourselves on being an exceptional employer that fosters a culture of curiosity, inclusivity, and high performance. Our commitment to employee growth is evident through our comprehensive benefits, including unlimited PTO, generous family leave, and support for continued education. Located in vibrant hubs like San Francisco and New York City, we offer a collaborative environment where you can thrive while making a meaningful impact on the future of property technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in York
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hover. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hover before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager in York
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hover:Your cover letter is your chance to shine! Tell us why you want to work at Hover specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hover!
How to prepare for a job interview at Hover
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
