Remote: Customer Support Manager, Provider Enablement

Interwell Health; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Interwell Health is seeking an experienced Manager to lead the frontline customer support team for Interwell Acumen and related programs. You will oversee ticket triage, escalation, and knowledge sharing while driving a culture of accountability and customer-first service.

The role requires strong coaching, cross-functional collaboration, and hands-on analysis to improve response times and resolution quality in a remote work environment.

Qualifications

• 5+ years in customer support or healthcare tech operations.
• 3+ years leading frontline support teams.
• Strong coaching and performance management skills.
• Experience setting and improving SLAs and support metrics.
• Proven ability to handle escalations professionally.
• Excellent written and verbal communication skills.

Responsibilities

• Lead the frontline customer support team for timely, accurate issue resolution.
• Set expectations and drive accountability for responsiveness and documentation quality.
• Conduct regular 1:1s, performance reviews, and coaching.
• Manage team scheduling, workload, and queue assignments to meet SLAs.
• Oversee onboarding for new analysts and ensure tool and workflow readiness.
• Identify skill gaps and partner with Training for ongoing learning.
• Monitor trends and drive continuous improvement across support ops.

Skills

Customer support leadership

SLA management

Performance coaching

Cross-functional collaboration

Analytical mindset

Remote team management

Education

Bachelor's degree

Tools

Epic

Salesforce Service Cloud

Ticketing systems

Job description

Interwell Health is seeking an experienced Manager to lead the frontline customer support team for Interwell Acumen and related programs. You will oversee ticket triage, escalation, and knowledge sharing while driving a culture of accountability and customer-first service.

The role requires strong coaching, cross-functional collaboration, and hands-on analysis to improve response times and resolution quality in a remote work environment.