Customer Support Manager

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, and 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. While Epic experience is beneficial, success in this role is primarily driven by strong customer support leadership, operational excellence, sound customer service judgment, and a proven ability to use performance metrics to improve team outcomes. 

What You’ll Do: 

Team Leadership & People Management 

• Supervise, coach, and develop a team of Support Analysts responsible for direct customer-facing help desk support. 
• Set clear expectations and drive accountability to responsiveness, customer communication, documentation quality, resolution accuracy, productivity, teamwork, and professional conduct. 
• Conduct regular 1:1s, performance reviews, coaching conversations, and skill assessments to support team member development
• Manage team scheduling, workload distribution, coverage planning, and queue assignments to support service levels and customer needs. 
• Oversee onboarding and role readiness for new Support Analysts, including support tools, support workflows, customer communication expectations, ticket documentation standards, and escalation processes. 
• Identify team skill gaps and partner with Training Specialists, Customer Success Operations, Epic Applications, and other subject matter experts to support ongoing learning and performance improvement. 
• Ensure the team is prepared for new features, workflow changes, support process updates, and targeted customer adoption programs. 

Support Operations & Ticket Triage 

• Oversee daily support operations across phone, email, web form, and ticket queues to ensure customer issues are triaged, routed, responded to, and resolved accurately and timely. 
• Establish, document, monitor, and refine ticket triage processes so issues are categorized correctly and directed to the right internal owner or resolution path. 
• Serve as the primary internal escalation coordinator when Support Analysts cannot resolve an issue independently, including facilitating ticket transfers to Epic Applications, Product, Development, Training, Account Management, or other teams as needed. 
• Ensure support documentation, case notes, handoffs, and resolution details are complete, accurate, and usable for follow-up, reporting, and continuous improvement. 
• Partner with Customer Success Operations and Training to ensure support trends and common customer issues are reflected in internal knowledge resources, training materials, and adoption priorities. 

Quality, Process Improvement & Operational Discipline 

• Define, document, communicate, and maintain SLAs, SLOs, and operational expectations for the Customer Support team in partnership with the Director. 
• Track and report on team and individual performance metrics, including response time, resolution time, backlog, aging tickets, reopened tickets, escalation volume, quality, productivity, and customer satisfaction indicators. 
• Use support data to identify trends, root causes, workflow breakdowns, customer friction points, training needs, and opportunities to improve support operations. 
• Continuously monitor queue health and team performance to ensure quality, productivity, and timely resolution remain visible and actively managed. 
• Lead continuous improvement efforts to address process gaps, improve support quality, resolution accuracy, case handling efficiency, customer experience, and internal handoff effectiveness. 
• Establish and maintain quality review practices for support interactions, ticket documentation, escalation handoffs, and resolution outcomes. 
• Partner with the Director and cross-functional teams to improve workflows, tools, templates, documentation, and operating rhythms. 
• Develop and maintain team-level SOPs, queue management practices, escalation playbooks, and performance routines that enable consistent support execution. 

Customer & Stakeholder Engagement 

• Serve as a point of contact for high-priority, complex, or escalated customer support issues and ensure timely, professional communication on case status and next steps. 
• Ensure escalation paths, internal ownership, and ticket transfer expectations are clear across teams. 
• Represent the Support team in cross-functional discussions related to customer issues, product changes, release readiness, support trends, and adoption initiatives. 
• Lead or participate in operational projects that improve support team performance, customer experience, support tools, queue workflows, reporting, or escalation management. 
• Support testing, validation, rollout, and team readiness for new support tools, applications, processes, or workflows. 
• Partner with the Director to align support operations with broader Training, Support, and Customer Success priorities. 

What You’ll Need 

• 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 and determine when issues require additional internal support.  
• Excellent written and verbal communication skills, including clear customer updates and effective cross-functional coordination. 
• Proven operational discipline, with experience defining service standards, monitoring performance, improving workflows, and holding teams accountable to measurable expectations.  
• Strong analytical skills, with the ability to interpret support metrics, identify trends, diagnose operational issues, 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. 

Preferred 

• 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.