Verse Medical · 1 month ago
Customer Experience Manager
New York City
Full-time
Hybrid
Senior Level
$100K/yr - $120K/yr
5+ years expVerse Medical is a well-funded Series C company focused on providing hospital-quality care everywhere. They are seeking a Customer Experience Manager to build and lead their customer support team, ensuring operational excellence and enhancing the overall customer experience.
ComputerHealth CareInsurance
Responsibilities
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
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
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
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
Qualification
Required
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
Preferred
Experience in healthcare, medical devices, DME, or a regulated environment
Experience working with EMRs, provider workflows, or clinical operations
Benefits
We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.
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.
You'll have opportunities for rapid career advancement in a company that's at a major inflection point.
Company
Verse Medical
Verse Medical provides and delivers the lowest prices on health products with fantastic service.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3MKey Investors
Abstract
2021-03-15Seed· $3M
2020-01-01Seed
2018-08-22Pre Seed
Leadership Team
Dhaivat Pandya
CEO
Recent News
2025-06-30
Company data provided by crunchbase