Customer Support Manager, Provider Enablement & EHR Ops

interwellhealth; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

Interwell Health seeks an experienced Manager to lead the frontline customer support team responsible for timely, accurate, and professional resolution of customer issues for Interwell Acumen and related programs. You will manage Support Analysts, triage tickets, and oversee queue management, SLA performance, escalation coordination, and quality monitoring.

You’ll drive a customer‑first culture, partner with Epic Applications, Product, Training, Customer Success Operations, and Account

Qualifications

• 5+ years in customer support or related operations.
• 3+ years leading frontline support or help desk teams.
• Strong coaching and performance management skills.
• Experience setting and improving SLAs and metrics.
• Excellent written and verbal communication; cross-functional coordination.
• Technical aptitude to learn healthcare software and EHR workflows.

Responsibilities

• Lead a frontline support team handling customer issues across channels.
• Oversee ticket triage, queue management, and timely resolutions.
• Coordinate escalations to Epic Applications, Product, and Training teams.
• Monitor and improve support quality, documentation, and case handoffs.
• Define and maintain SLAs/SLOs with cross-functional partners.
• Analyze metrics to identify trends and drive process improvements.
• Ensure team readiness for new features and adoption programs.

Skills

Leadership in customer support

SaaS / healthcare IT support

Coaching & performance management

SLAs & metrics management

Strong written and verbal comms

Education

Bachelor’s degree

Tools

Salesforce Service Cloud

Epic / Community Connect

CRM systems

Job description

Interwell Health seeks an experienced Manager to lead the frontline customer support team responsible for timely, accurate, and professional resolution of customer issues for Interwell Acumen and related programs. You will manage Support Analysts, triage tickets, and oversee queue management, SLA performance, escalation coordination, and quality monitoring.

You’ll drive a customer‑first culture, partner with Epic Applications, Product, Training, Customer Success Operations, and Account