[Hiring] Customer Support Manager @Interwell Health

Role Description

Interwell Health seeks an experienced Manager to lead the frontline customer support team responsible for timely, accurate, and professional resolution of customer issues for Interwell Acumen™ (the leading nephrology-specific Epic Connect EHR) and related Interwell programs. Reporting to the Director, this role manages Support Analysts who respond to customer issues submitted through phone, email, web form, and other support channels.

In this role, you will be accountable for day-to-day operational support, including:

• Ticket triage
• Queue management
• SLA performance
• Escalation coordination
• Quality monitoring
• Team productivity
• Continuous improvement

You’ll build strong working relationships with customer-facing teams, Epic Applications, Product, Development, Training, Customer Success Operations, Account Management, and other internal partners. You’ll promote a customer-first, solution-oriented support culture grounded in accountability, collaboration, and continuous improvement.

Qualifications

• Bachelor’s degree required.
• 5+ years of experience in customer support, technical support, application/software support, SaaS support, healthcare technology support, or related customer service operations.
• 3+ years of experience leading or managing a frontline support, help desk, technical support, or customer service team.
• Strong coaching and performance management skills.
• Demonstrated experience setting, tracking, and improving SLAs, support metrics, queue performance, or operational service standards.
• Strong customer service judgment, including the ability to handle escalated customer issues professionally.
• Excellent written and verbal communication skills.
• Proven operational discipline, with experience defining service standards and monitoring performance.
• Strong analytical skills, with the ability to interpret support metrics and drive data-informed improvements.
• Technical aptitude and ability to quickly learn healthcare software, EHR workflows, support tools, and internal operating processes.
• Ability to manage multiple priorities in a fast-paced, remote work environment.
• Proficiency with Microsoft Office and support/ticketing, reporting, or customer service tools.

Requirements

• Experience supporting a healthcare SaaS product, EHR/EMR, practice management system, or other healthcare technology platform.
• Experience with Epic or Epic-based Community Connect environments.
• Experience in healthcare IT, physician practice operations, revenue cycle, clinical operations, or customer success operations.
• Experience working in Salesforce Service Cloud or similar CRM.
• Experience leading a remote support team.

Benefits

• Our mission is to reinvent healthcare to help patients live their best lives.
• We care deeply about the people we serve.
• We are better when we work together.
• Humility is a source of our strength.
• We bring joy to our work.
• We deliver on our promises.
• We are committed to diversity, equity, and inclusion throughout our recruiting practices.