Remote Customer Support Manager — Healthcare SaaS

Interwell Health; Boston (MA); On-site; USD 120,000 - 170,000; Full time

Job summary

Interwell Health is seeking a Customer Support Manager to lead the frontline Provider Enablement team remotely in the United States, driving timely, accurate, and professional resolution of customer issues for Interwell Acumen and related programs.

You will coach and develop Support Analysts, manage queues and SLAs, coordinate escalations, and partner with Epic Applications, Product, Training, and Customer Success to improve processes and outcomes for patients and clinicians.

Qualifications

• 5+ years of experience in customer support, technical support, or SaaS support.
• Experience leading a frontline support or help desk team is required.
• Strong written and verbal communication skills.

Responsibilities

• Supervise and develop a team of Support Analysts for direct customer-facing support.
• Manage queues, scheduling, and SLA adherence to meet service levels.
• Coordinate escalations to Epic Applications, Product, Training, and other teams.
• Define and improve support processes, documentation, and handoffs.
• Partner with cross-functional teams to drive ongoing learning and performance improvement.

Skills

Leadership

Coaching

SLA management

Customer service excellence

Job description

Interwell Health is seeking a Customer Support Manager to lead the frontline Provider Enablement team remotely in the United States, driving timely, accurate, and professional resolution of customer issues for Interwell Acumen and related programs.

You will coach and develop Support Analysts, manage queues and SLAs, coordinate escalations, and partner with Epic Applications, Product, Training, and Customer Success to improve processes and outcomes for patients and clinicians.