Senior iOS Engineer, Inspections

Experteer Overview Lead Hover’s Inbound Customer Experience (CX) operation, overseeing a ~50-person BPO across three countries. You’ll ensure the outsourced team delivers high-quality support while guiding its evolution toward AI-first, human-in-the-loop workflows. You’ll partner with BPO leadership, CX peers, and data teams to balance cost, quality, and scale, shaping what great support looks like as the business grows. This role combines operational rigor with a culture-first approach to foster long-term partner relationships and measurable impact. Compensation / Benefits * Own core operational KPIs (FRT, ORT, CSAT, QA) across ~80% of inbound volume on all channels * Manage day-to-day health of the outsourced operation across three countries, including vendor relationships, workforce planning, and labor compliance * Lead the BPO team’s transition to AI-first, human-in-the-loop support workflows; train reps and identify tooling gaps * Own budget discipline: headcount planning, vendor cost management, and incentive design * Co-own knowledge management and QA feedback loop with CX leadership * Build and maintain reporting dashboards to monitor queue health and performance * Partner with Systems and Data teams to provide customer context to reps quickly * Collaborate with PMM/Enablement to develop scalable support documentation and training Tasks * 6+ years in Customer Experience and Operations Manager roles * At least 2 years directly managing outsourced BPO teams, preferably across multiple countries or vendor sites * Proven track record of owning and hitting operational KPIs (FRT, CSAT, QA, ORT, FCR or equivalents) at scale * Comfort with budget ownership: headcount planning, vendor cost management, and incentive design * Experience with knowledge management and collaboration with PMM/Enablement for scalable content * Strong relationship-building skills and ability to steward long-term BPO partnerships * Experience with modern support tooling (e.g., Intercom, Guru) and hands-on use of AI tools (e.g., Claude, ChatGPT) for pattern analysis, workforce management, and content creation Key requirements * Competitive salary and meaningful equity * Comprehensive medical, dental, and vision coverage * Unlimited and flexible vacation policy * Paid Family Leave and parental leave * Self-Care Days for recharge * Learning support for training, conferences, or certifications

cost management, and incentive design * Co-own knowledge management and QA feedback loop with CX leadership * Build and maintain reporting dashboards to monitor queue health and performance * Partner with Systems and Data teams to provide customer context to reps quickly * Collaborate with PMM/Enablement to develop scalable support documentation and training Tasks * 6+ years in Customer Experience and Operations Manager roles * At least 2 years directly managing outsourced BPO teams, preferably across multiple countries or vendor sites * Proven track record of owning and hitting operational KPIs (FRT, CSAT, QA, ORT, FCR or equivalents) at scale * Comfort with budget ownership: headcount planning, vendor cost management, and incentive design * Experience with knowledge management and collaboration with PMM/Enablement for scalable content * Strong relationship-building skills and ability to steward long-term BPO partnerships * Experience with modern support tooling (e.g., Intercom, Guru) and hands-on use of AI tools (e.g., Claude, ChatGPT) for pattern analysis, workforce management, and content creation Key requirements * Competitive salary and meaningful equity * Comprehensive medical, dental, and vision coverage * Unlimited and flexible vacation policy * Paid Family Leave and parental leave * Self-Care Days for recharge * Learning support for training, conferences, or certifications