Customer Experience Manager

Verse Medical • New York, NY

3d • 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
• Manage, coach, and mentor support specialists to consistently meet SLA, CSAT, first-contact resolution, and other core KPIs.
• Own hiring, onboarding, and ongoing training to develop a top-tier support team.
• Serve as a player coach — stepping in to handle support tickets, calls, or escalations when volume spikes or to model best practices.
• Implement QA processes and feedback loops to continuously improve team performance.
• Build Support Infrastructure & Playbooks
• Create scalable workflows, playbooks, SOPs, and a comprehensive knowledge base.
• Support leadership to implement a new ticketing system (Kustomer) for the team and lead team adoption of the new tool
• Establish a metrics-driven support model with dashboards and reporting.
• Drive Operational Excellence Across Teams
• Act as the primary liaison between Customer Success and Operations.
• Co-develop training materials to ensure operational alignment across teams.
• Build and maintain cross-functional processes that increase speed, clarity, and collaboration.
• Own the Voice of the Customer
• Centralize, analyze, and interpret customer feedback gathered from the support team.
• Partner with Product to share insights that influence roadmap decisions and improve clinic and patient experience.
• Identify recurring issues and proactively recommend operational or product changes.

Benefits

• 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: Mid Level
• Education Level: No Education Listed