Customer Experience Manager

Verse Medical • New York City, NY

18d • Hybrid

About The Position

We are looking for a Customer Experience Manager to build, lead, and scale Verse Medical’s customer support team under the larger Customer Success function. This is a founding leadership role responsible for managing a high-performing support team, establishing operational excellence, and serving as the connective tissue between Customer Success, Operations, and Product. Importantly, this is a player-coach role. While you’ll be building strategy, processes, and team capabilities, you’ll also roll up your sleeves and jump in to handle customer support inquiries when needed — ensuring reliability, model behavior, and continuity as the team scales. This role is ideal for someone who loves building from 0 → 1, thrives in operational problem-solving, and is motivated by delivering exceptional experiences to clinics and patients.

Requirements

• 5+ years experience in customer support, customer experience, or operations roles, ideally in a fast-paced or healthcare environment.
• 2+ years managing customer-facing teams with a strong track record of meeting SLA and CSAT goals.
• Demonstrated experience building support processes, knowledge bases, or implementing ticketing systems.
• Exceptional communication skills and ability to work cross-functionally with CS, Operations, Product, and Leadership.
• Strong operational mindset with the ability to diagnose workflow issues and design scalable solutions.
• Analytical and comfortable working with data to identify trends, measure performance, and drive decisions.
• Experience with translating customer voice data into customer insights to inform Product roadmap.
• A builder mentality — comfortable with ambiguity, excited to create structure, and energized by scaling a support function from the ground up.

Nice To Haves

• Experience in healthcare, medical devices, DME, or a regulated environment.
• Experience working with EMRs, provider workflows, or clinical operations.

Responsibilities

• Lead & Develop a High-Performing Customer Support Team
• Build Support Infrastructure & Playbooks
• Drive Operational Excellence Across Teams
• Own the Voice of the Customer

Benefits

• Meaningful Compensation
• Comprehensive Health & Wellness: We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.
• Plan for the Future: We offer a 401(k) plan to help you save for your future. At this time, the company does not offer a 401(k) match.
• Career Growth: You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees