Customer Experience Manager

Our Mission:
Hospital-Quality Care, Everywhere.

The healthcare industry still relies on faxes and phone tag to coordinate critical care for patients  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, Signal Fire, 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 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.

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.

• 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.

• Ident…