san_francisconew_york
Onsite
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.
Hover's Inbound Customer Experience team is one of the company's most consistently recognized differentiators — and we're looking for a leader who can run it with equal parts rigor and empathy. You'll take the reins of an operation that's already thriving: a ~50-person BPO team across three countries with strong tenure, strong culture, and a track record customers love. But you're not just here to maintain it — you're here to lead it through its next chapter, as AI absorbs more transactional volume and the remaining work shifts toward judgment, critical thinking, and human-in-the-loop review. This is a rare combination: a proven, high-functioning team to inherit, real ownership over its evolution, and a direct hand in shaping what "great support" looks like as the industry changes around you.
You'll own the operational engine behind Hover's Inbound Customer Experience team, holding the BPO organization accountable for the KPIs that define great support — First Response Time, Overall Resolution Time, CSAT, and QA — across roughly 80% of inbound conversations on every channel. You'll manage the day-to-day health of the outsourced operation hands-on, partnering directly with BPO site leadership, workforce managers, and team leads to flag issues, course-correct in real time, and keep queues moving, all while protecting the strong culture Hover has built with its BPO partners over years. You'll drive workforce planning and staffing across sites and shifts, own budget and incentive design, and co-own the accuracy of Hover's knowledge base and QA feedback loop in partnership with other CX leaders. As Hover shifts to AI-first triage in chat and email, you'll lead the BPO team through that transition — training reps on new human-in-the-loop workflows, flagging where tooling falls short, and partnering with Systems and Data teams to get customer context in front of reps faster. You'll also use AI tools to build and maintain the reporting and dashboards that keep queue health visible.
Nice-to-Haves
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. At this time, Hover is not considering fully remote roles.
The US base salary range for this full-time position is $135,000-$167,000 annually. Our salary 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.
#LI-TB1 #LI-Hybrid
Want to know if this job is worth applying to?
