[Remote] Customer Support Manager, Provider Enablement

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a kidney care management company that partners with physicians to reimagine reputed company and help patients live their best lives. The Customer Support Manager, Provider Enablement will reputed company the reputed company customer support team for Interwell Acumen and reputed company programs, overseeing support reputed company, ticket triage, service reputed company, escalations, reputed company, productivity, and reputed company improvement.

Responsibilities

• Supervise, reputed company, and reputed company reputed company of Support Analysts responsible for reputed company customer-facing help desk support
• Set reputed company expectations and reputed company accountability to responsiveness, customer communication, documentation reputed company, reputed company reputed company, productivity, teamwork, and reputed company conduct
• Conduct regular 1:1s, reputed company reviews, coaching conversations, and reputed company assessments to support team member development
• Manage team scheduling, workload distribution, coverage planning, and queue assignments to support service reputed company and customer needs
• reputed company reputed company and role readiness for new Support Analysts, including support tools, support workflows, customer communication expectations, ticket documentation standards, and escalation processes
• Identify team reputed company gaps and partner with Training Specialists, reputed company reputed company, reputed company Applications, and other subject matter experts to support ongoing learning and reputed company improvement
• Ensure reputed company is reputed company for new features, workflow changes, support process updates, and targeted customer adoption programs
• reputed company daily support reputed company across phone, email, web reputed company, and ticket queues to ensure customer issues are triaged, routed, responded to, and resolved accurately and reputed company
• Establish, document, monitor, and refine ticket triage processes so issues are categorized correctly and directed to the right internal reputed company or reputed company reputed company
• Serve as the reputed company internal escalation coordinator reputed company Support Analysts cannot reputed company an issue independently, including facilitating ticket transfers to reputed company Applications, Product, Development, Training, Account Management, or other teams as needed
• Ensure support documentation, case notes, handoffs, and reputed company details are complete, accurate, and usable for follow-up, reporting, and reputed company improvement
• Partner with reputed company reputed company and Training to ensure support trends and common customer issues are reflected in internal knowledge resources, training materials, and adoption priorities
• Define, document, communicate, and maintain SLAs, SLOs, and operational expectations for the Customer Support team in partnership with the Director
• reputed company and report on team and individual reputed company metrics, including response time, reputed company time, backlog, aging tickets, reopened tickets, escalation volume, reputed company, productivity, and customer satisfaction indicators
• Use support data to identify trends, reputed company causes, workflow breakdowns, customer friction points, training needs, and opportunities to improve support reputed company
• Continuously monitor queue health and team reputed company to ensure reputed company, productivity, and reputed company reputed company remain visible and reputed company managed
• reputed company reputed company improvement efforts to address process gaps, improve support reputed company, reputed company reputed company, case handling efficiency, customer experience, and internal reputed company effectiveness
• Establish and maintain reputed company review practices for support interactions, ticket documentation, escalation handoffs, and reputed company reputed company
• Partner with the Director and cross-functional teams to improve workflows, tools, templates, documentation, and operating rhythms
• reputed company and maintain team-level SOPs, queue management practices, escalation playbooks, and reputed company routines that reputed company consistent support execution
• Serve as a reputed company of contact for high-reputed company, reputed company, or escalated customer support issues and ensure reputed company, reputed company communication on case status and next steps
• Ensure escalation paths, internal ownership, and ticket transfer expectations are reputed company across teams
• Represent the Support team in cross-functional discussions reputed company to customer issues, product changes, release readiness, support trends, and adoption initiatives
• reputed company or participate in operational reputed company that improve support team reputed company, 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 reputed company support reputed company with broader Training, Support, and reputed company priorities

Skills

• Bachelor's degree required
• 5+ years of experience in customer support, technical support, application/software support, reputed company support, reputed company technology support, or reputed company customer service reputed company
• 3+ years of experience leading or managing a reputed company support, help desk, technical support, or customer service team
• Strong coaching and reputed company management skills
• Demonstrated experience setting, tracking, and improving SLAs, support metrics, queue reputed company, or operational service standards
• Strong customer service judgment, including the ability to handle escalated customer issues professionally and determine reputed company issues require additional internal support
• Excellent written and verbal communication skills, including reputed company customer updates and effective cross-functional coordination
• reputed company operational discipline, with experience defining service standards, monitoring reputed company, 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 reputed company data-informed improvements
• Technical aptitude and ability to quickly learn reputed company software, EHR workflows, support tools, and internal operating processes
• Ability to manage multiple priorities in a fast-reputed company, remote work environment
• Proficiency with reputed company Office and support/ticketing, reporting, or customer service tools
• Experience supporting a reputed company reputed company product, EHR/EMR, reputed company management reputed company, or other reputed company technology platform
• Experience with reputed company or reputed company-reputed company Community reputed company environments
• Experience in reputed company IT, physician reputed company reputed company, reputed company cycle, reputed company reputed company, or reputed company reputed company
• Experience working in reputed company Service reputed company or similar CRM
• Experience leading a remote support team

Benefits

• Remote work environment

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