Healthcare SaaS Support Leader

Interwell Health; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Interwell Health seeks an experienced Manager to lead the frontline customer support team responsible for timely, accurate resolution of customer issues for Interwell Acumen™ EHR and related programs.

You will supervise Support Analysts, drive SLA performance, coaching, escalation coordination, and continuous improvement while partnering with Epic Applications, Product, Training, and Customer Success to deliver a superior customer experience.

Qualifications

• 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, including the ability to handle escalated customer issues professionally.
• Excellent written and verbal communication skills, including clear customer updates and effective cross-functional coordination.
• Proven operational discipline, with experience defining service standards, monitoring performance, improving workflows, and holding teams accountable to measurable expectations.
• Strong analytical skills, with the ability to interpret support metrics, identify trends, diagnose operational issues, and drive data-informed improvements.
• 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.

Responsibilities

• Supervise, coach, and develop a team of Support Analysts responsible for direct customer-facing help desk support.
• Set clear expectations and drive accountability to responsiveness, customer communication, documentation quality, resolution accuracy, productivity, teamwork, and professional conduct.
• Conduct regular 1:1s, performance reviews, coaching conversations, and skill assessments to support team member development
• Manage team scheduling, workload distribution, coverage planning, and queue assignments to support service levels and customer needs.
• Oversee onboarding and role readiness for new Support Analysts, including support tools, support workflows, customer communication expectations, ticket documentation standards, and escalation processes.
• Identify team skill gaps and partner with Training Specialists, Customer Success Operations, Epic Applications, and other subject matter experts to support ongoing learning and performance improvement.
• Ensure the team is prepared for new features, workflow changes, support process updates, and targeted customer adoption programs.

Skills

Team leadership

SLA management

Customer service

Data analysis

Healthcare IT

Education

Bachelor's degree

Tools

Ticketing systems

CRM (Salesforce)

Microsoft Office

Job description

Interwell Health seeks an experienced Manager to lead the frontline customer support team responsible for timely, accurate resolution of customer issues for Interwell Acumen™ EHR and related programs.

You will supervise Support Analysts, drive SLA performance, coaching, escalation coordination, and continuous improvement while partnering with Epic Applications, Product, Training, and Customer Success to deliver a superior customer experience.