Customer Support Manager, Provider Enablement

The role

You will lead a frontline customer support team responsible for resolving issues for Interwell Acumen and related programs. You will manage Support Analysts, oversee daily operations, and drive continuous improvement through performance metrics.

What you will do

• Supervise, coach, and develop a team of Support Analysts.
• Manage team scheduling, workload distribution, and coverage planning.
• Oversee daily support operations across phone, email, web form, and ticket queues.
• Serve as the primary internal escalation coordinator.
• Define, document, and maintain SLAs and SLOs.
• Track and report on team and individual performance metrics.
• Lead continuous improvement efforts to address process gaps.
• Establish and maintain quality review practices for support interactions.
• Serve as a point of contact for high-priority or complex customer issues.
• Represent the Support team in cross-functional discussions.

Required qualifications

• Bachelor’s degree required.
• 5+ years of experience in customer support, technical support, application/software support, SaaS support, healthcare technology support, or related customer service operations.
• 3+ years of experience leading or managing a frontline support, help desk, technical support, or customer service team.
• Strong coaching and performance management skills.
• Demonstrated experience setting, tracking, and improving SLAs, support metrics, queue performance, or operational service standards.
• Strong customer service judgment.
• Excellent written and verbal communication skills.
• Proven operational discipline.
• Strong analytical skills.
• Technical aptitude and ability to quickly learn healthcare software, EHR workflows, support tools, and internal operating processes.
• Ability to manage multiple priorities in a fast-paced, remote work environment.
• Proficiency with Microsoft Office and support/ticketing, reporting, or customer service tools.

Nice to have

• Experience supporting a healthcare SaaS product, EHR/EMR, practice management system, or other healthcare technology platform.
• Experience with Epic or Epic-based Community Connect environments.
• Experience in healthcare IT, physician practice operations, revenue cycle, clinical operations, or customer success operations.
• Experience working in Salesforce Service Cloud or similar CRM.
• Experience leading a remote support team.

About the company

Interwell Health is a kidney care management company that partners with physicians to reimagine healthcare. They aim to set the industry standard to help patients live their best lives.