Verse

Customer Experience Manager

Verse

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $100,000 - $125,000 per year

About the role

  • 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 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.
  • 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.

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.
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. We want you to grow with us.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SLA managementCSAT measurementfirst-contact resolutionQA processesworkflow creationticketing systemsdata analysiscustomer insightssupport processesknowledge base development
Soft Skills
coachingmentoringcommunicationcross-functional collaborationoperational mindsetanalytical thinkingproblem-solvingadaptabilityleadershipteam building