Customer Experience Manager - New York - Verse Medical

Description

Our Mission: Hospital-Quality Care, Everywhere.

The healthcare industry still relies on faxes and phone tag to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995.

Verse Medical is building the modern software infrastructure to make it happen. We're a well‑funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high‑quality care they need, reliably and right where they live. We're growing fast and looking for people who are driven by this mission to join us

Our Values: The Principles That Guide Us

Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.

• We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress.

• We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection.

• We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run.

• We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real‑world challenges of healthcare.

Your Impact: How You'll Help Us Heal a Broken System

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.

What You'll Achieve: A Glimpse into Your Contributions

1. 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.

2. Build Support Infrastructure & Playbooks

• Create scalable workflows, playbooks, SOPs, and a comprehensive knowledge base.

• Support leadership to evaluate and select the right ticketing platform for Verse; lead system implementation and adoption.

• Establish a metrics‑driven support model with dashboards and reporting.

3. 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.

4. 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.

What You'll Bring: The Skills and Experience You'll Leverage

• 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.

• Bonus Qualifications
  

  • Experience in healthcare, medical devices, DME, or a regulated environment.

  • Experience working with EMRs, provider workflows, or clinical operations.

The Rewards & Reality: Compensation, Benefits & Logistics

We believe in taking care of our team, both professionally and personally. Here's what we offer:

• Meaningful Compensation: $100,000 - $120,000

• 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.

Work Environment & Location:

• This role is based in our New York City office in Chelsea. We have a hybrid model, with a requirement of 4 days per week in the office to foster collaboration and innovation.

Our Pledge for an Equitable Future

At Verse Medical, our mission is to deliver equitable, hospital‑quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer.

We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at