Customer Support Manager – Provider Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and direct the customer support team for Interwell Acumen™ and associated Interwell programs.

• Mentor, guide, and evaluate Support Analysts.

• Establish expectations and accountability for responsiveness, communication, documentation, resolution accuracy, productivity, teamwork, and conduct.

• Manage scheduling, workload allocation, coverage planning, and queue assignments.

• Supervise the onboarding process and role readiness for new Support Analysts.

• Identify skill deficiencies and organize ongoing training and performance enhancement.

• Oversee daily support operations via phone, email, web forms, and ticket queues.

• Develop and enhance ticket triage, routing, escalation, and documentation processes.

• Coordinate escalations to Epic Applications, Product, Development, Training, Account Management, and additional teams.

• Define, document, monitor, and uphold SLAs, SLOs, and operational expectations.

• Track and analyze response times, resolution times, backlog, ticket aging, reopenings, escalations, quality, productivity, and customer satisfaction metrics.

• Examine support data to uncover trends, root causes, workflow issues, customer challenges, and training requirements.

• Lead initiatives aimed at continuous improvement in support quality, efficiency, customer experience, and transitions.

• Set up quality reviews for support interactions, ticket documentation, escalations, and resolutions.

• Create team SOPs, queue management strategies, escalation playbooks, and performance routines.

• Address high-priority, complex, and escalated customer concerns.

• Represent Support in cross-functional meetings and operational projects.

• Assist in testing, validation, implementation, and readiness for new tools, applications, processes, and workflows.

• Report to the Director and ensure support operations align with Training, Support, and Customer Success priorities.

⛳️ Requirements

• A Bachelor's degree is required.

• 5+ years of experience in customer support, technical support, application/software support, SaaS support, healthcare technology support, or similar customer service operations.

• 3+ years of experience leading or managing a frontline support, help desk, technical support, or customer service team.

• Strong skills in coaching and performance management.

• Experience in setting, tracking, and enhancing SLAs, support metrics, queue performance, or operational service standards.

• Excellent judgment in customer service and the capability to manage escalated customer issues.

• Outstanding written and verbal communication abilities.

• Experience in defining service standards, monitoring performance, enhancing workflows, and holding teams accountable to measurable expectations.

• Strong analytical skills with the ability to interpret support metrics, identify trends, diagnose operational challenges, and drive data-informed improvements.

• Technical aptitude with the capability to learn healthcare software, EHR workflows, support tools, and internal processes.

• Ability to juggle multiple priorities in a fast-paced, remote work environment.

• Proficient in Microsoft Office and support/ticketing, reporting, or customer service tools.

• Preferred: experience in supporting healthcare SaaS, EHR/EMR, practice management, or healthcare technology platforms.

• Preferred: experience with Epic or Epic-based Community Connect environments.

• Preferred: experience in healthcare IT, physician practice operations, revenue cycle, clinical operations, or customer success operations.

• Preferred: experience with Salesforce Service Cloud or similar CRM.

• Preferred: experience managing a remote support team.

🏝️ Benefits

• Work with a mission-driven focus, assisting kidney care patients in leading their best lives.

• Commitment to diversity, equity, and inclusion.

• Remote work environment.

• Opportunities for team collaboration and cross-functional partnerships.

• Coaching, development, and continual learning opportunities.