Provider Enablement Support Lead — Healthcare SaaS

Remote; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Interwell Health seeks a Manager to lead the frontline customer support team for Interwell Acumen, the nephrology-specific Epic Connect EHR. You will oversee Support Analysts, drive triage, escalation, and productivity, and partner with Epic Applications, Product, Training, and Account Management to improve outcomes.

You will promote a customer-first culture, manage queue health, and implement process improvements, with a focus on timely, accurate resolutions and quality documentation.

Qualifications

• Bachelor’s degree required.
• 5+ years in customer support or healthcare tech.
• 3+ years leading frontline support teams.
• Strong coaching and performance management skills.
• Experience setting and tracking SLAs and metrics.
• Ability to manage multiple priorities in a remote work environment.

Responsibilities

• Lead and coach a team of Support Analysts delivering front-line help desk support.
• Set expectations for responsiveness, documentation quality, resolution accuracy, productivity and conduct.
• Conduct regular 1:1s and performance reviews to develop staff.
• Plan staffing, queue assignments, and coverage to meet service levels.
• Oversee onboarding and tool/process readiness for new analysts.
• Collaborate with Epic Applications, Product and Training for knowledge sharing and improvements.
• Define and monitor SLAs/SLOs and drive continuous improvement.
• Represent Support in cross-functional discussions on product changes and adoption.

Skills

Team leadership

Customer support

Operations management

Performance metrics

Escalation management

Communication

Education

Bachelor’s degree

Tools

Support tools

Job description

Interwell Health seeks a Manager to lead the frontline customer support team for Interwell Acumen, the nephrology-specific Epic Connect EHR. You will oversee Support Analysts, drive triage, escalation, and productivity, and partner with Epic Applications, Product, Training, and Account Management to improve outcomes.

You will promote a customer-first culture, manage queue health, and implement process improvements, with a focus on timely, accurate resolutions and quality documentation.