Senior Manager, FraudCapture Support & Training (Remote)

Gainwell Technologies; Texas; Remote; USD 109,000 - 156,000; Full time

Job summary

Gainwell Technologies seeks a Senior Manager, Customer Support for FraudCapture to lead client onboarding, training, and enablement across Medicaid agencies, MCOs, and program integrity teams nationally. You will partner with Product, Engineering, and Account Management to resolve issues and improve usability.

You will design training curricula, manage sessions, and own defect intake and escalation while driving client satisfaction and platform adoption. Remote, with travel as needed.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of direct healthcare fraud and abuse investigation experience and analytics usage in investigations.
• Leadership experience in customer support or services for SaaS solutions.
• Proven success designing and delivering training programs and managing client interactions.
• Strong experience with defect management and cross‑functional communication.
• Strong business and analytical problem‑solving skills.
• Excellent written and verbal communication skills.
• Ability to multi‑task and work independently.
• Investigative credentials (CFE/AHFI) are a plus; experience with certified coders is a plus.

Responsibilities

• Serve as the primary client-facing leader for FraudCapture support, training, and user enablement.
• Collaborate daily with Product Management, Engineering, Account Management and stakeholders.
• Travel approximately 10-25% to support client implementations and training events.
• Lead onboarding, training, and enablement activities across client lifecycles.
• Develop training content, curriculum, and release notes with cross‑functional teams.
• Establish and refine support processes, SLAs, and quality metrics.

Skills

Healthcare fraud & abuse investigation

SaaS customer support leadership

Training program design

Defect management

Client engagement

Strong communication

Education

Bachelor's degree

CFE or AHFI certification

Tools

FraudCapture platform

Job description

Gainwell Technologies seeks a Senior Manager, Customer Support for FraudCapture to lead client onboarding, training, and enablement across Medicaid agencies, MCOs, and program integrity teams nationally. You will partner with Product, Engineering, and Account Management to resolve issues and improve usability.

You will design training curricula, manage sessions, and own defect intake and escalation while driving client satisfaction and platform adoption. Remote, with travel as needed.