Healthcare SaaS Support Operations Lead

Interwell Health; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Interwell Health is seeking a results-driven leader to manage a team of Support Analysts and own the day-to-day operations of customer-facing help desk support. You will drive performance, triage effectiveness, and cross-functional collaboration with Epic, Product, and Training teams to improve service levels and customer outcomes.

You will coach, monitor SLAs, analyze trends, and implement SOPs to ensure a high-quality, scalable support operation in a remote-first environment.

Qualifications

• Bachelor's degree required.
• 5+ years of experience in customer support, technical support, or healthcare technology support.
• 3+ years leading or managing a frontline support team.
• Strong coaching and performance management skills.
• Experience setting, tracking, and improving SLAs and support metrics.
• Strong customer service judgment and escalation handling.
• Excellent written and verbal communication skills.
• Operational discipline with process improvement skills.
• Strong analytical skills for interpreting support metrics and trends.
• Technical aptitude to learn healthcare software and support tools.
• Ability to manage multiple priorities in a fast-paced, remote environment.
• Proficiency with Microsoft Office and CRM/ticketing tools.

Responsibilities

• Supervise, coach, and develop a team of Support Analysts responsible for customer-facing help desk support.
• Set expectations and drive accountability for responsiveness, documentation quality, resolution accuracy, and productivity.
• Conduct regular 1:1s, performance reviews, and skill assessments.
• Manage scheduling, workload distribution, and queue assignments to meet service levels.
• Oversee onboarding and role readiness for new Support Analysts and escalation processes.
• Identify skill gaps and coordinate with Training Specialists and SMEs.
• Ensure readiness for new features and workflow changes.
• Oversee daily support operations across phone, email, web form, and ticket queues.
• Define and refine ticket triage processes and escalation paths.
• Serve as primary escalation coordinator for unresolved issues.
• Maintain complete, accurate support documentation and handoffs.
• Partner with Customer Success Operations to reflect trends in knowledge resources and training materials.
• Define, monitor, and maintain SLAs, SLOs, and operational expectations.
• Track performance metrics including response time, resolution time, backlog, and customer satisfaction.
• Lead continuous improvement to enhance workflows, tooling, and cross-team handoffs.
• Represent the Support team in cross-functional discussions on product changes and adoption initiatives.
• Lead projects to improve customer experience and support tooling.

Skills

Leadership

Coaching

Performance mgmt

SLAs & metrics

Customer communication

Data analysis

Cross-functional collaboration

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Epic Applications

MS Office

Job description

Interwell Health is seeking a results-driven leader to manage a team of Support Analysts and own the day-to-day operations of customer-facing help desk support. You will drive performance, triage effectiveness, and cross-functional collaboration with Epic, Product, and Training teams to improve service levels and customer outcomes.

You will coach, monitor SLAs, analyze trends, and implement SOPs to ensure a high-quality, scalable support operation in a remote-first environment.