Job Description

This isn't just customer support. It's changing people's lives.

At Neupulse, we've developed a groundbreaking medical device that uses precisely controlled electrical pulses to help people with Tourette's regain control of their tics. Our clinical data has been proven, the technology has been developed, and we're ready to take the final steps to helping make a real difference?

For our customers, this device isn't just another product--

it's life-changing

. And the experience they have with us matters just as much as the technology itself.

As we move into full product launch, we need a

Customer Experience Manager

to build our customer service function from the ground up. As our first hire in this area, you'll set up the systems, processes, and team that shape how customers experience our wearable medical device. You'll be hands-on, supporting customers directly, while also driving strategy and growth.

This is a unique opportunity to design a customer experience function in a company committed to supporting people on every step of their journey.

What you'll do

Be the voice of support

Act as a trusted point of contact, delivering empathetic and practical guidance via video calls, phone, email, and chat. Build relationships with customers who rely on our device for their wellbeing.

Build the foundation

Set up customer service software and systems. Create workflows, knowledge bases, and escalation paths from scratch. Design processes that balance efficiency with the empathy our customers deserve.

Grow the team

Recruit, train, and manage the customer service team as the business scales. Champion a "customer first" mindset across the entire organisation.

Drive insights and improvement

Capture and analyse customer feedback to support product development and marketing strategy Identify and implement best practices, technologies, and training to continuously enhance the customer experience.

Ensure compliance

Maintain alignment with medical device regulatory requirements, GDPR, and company policies in all customer interactions.

What you'll bring

The essentials:

7+ years

in customer service, success, or experience roles.

Proven track record

of setting up or scaling customer service functions--ideally in

healthcare, medtech, or subscription-based businesses.

Comfortable being both hands-on with customers and strategic in building processes and teams. Strong communicator with excellent verbal and written skills, able to build trust and empathy. Experience managing video/phone support and using customer service platforms. Degree-level qualification. Full, unrestricted right to work in the UK - we are not able to offer visa sponsorship.

Bonus points for:

Healthcare or medical device sector experience. Understanding of GDPR and regulated environments. Experience in early-stage or high-growth companies.

Why Neupulse?

Make a tangible difference.

Every customer interaction matters. You'll be supporting people whose lives have been transformed by our technology, and you'll build the team that becomes their trusted partner.

Build something from scratch.

This isn't joining an established team--this is creating the blueprint. You'll have complete ownership to design systems and processes that reflect your vision for world-class customer experience.

Work with purpose and autonomy.

We trust you to build this function the right way. You'll have the responsibility, resources, and freedom to make it exceptional.

Be part of something innovative.

We're not following the market--we're creating it. Our technology represents a paradigm shift in how Tourette's syndrome is managed.

Grow your expertise.

Opportunities for career growth and professional development in a dynamic, innovative environment.

Competitive package.

Salary and benefits that reflect the foundational nature of this role.

Ready to build something truly meaningful?

If you're a customer experience leader who wants to create a world-class support function, and who wants to be part of a team that's genuinely changing lives, we would love to hear from you.

CV not up-to-date, or want to find out more before applying? Email the careers team on careers@neupulse.co.uk to arrange a chat.

Neupulse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

#Hiring #CustomerExperience #HealthTech #MedicalDevice

Job Type: Full-time

Pay: 45,000.00-50,000.00 per year

Work authorisation:

United Kingdom (required)
Work Location: In person