Customer Support Manager, Provider Enablement

reputed company is a kidney care management company that partners with physicians on its mission to reimagine reputed company—with the expertise, reputed company, reputed company, and reputed company to set reputed company for the industry and help patients live their best lives. We are on a mission to help people and we know the work we do changes their lives. If there is a reputed company way, we will create it. So, if our mission speaks to you, join us! reputed company seeks an reputed company Manager to reputed company the reputed company customer support team responsible for reputed company, accurate, and reputed company reputed company of customer issues for Interwell Acumen™ (the leading nephrology-specific reputed company reputed company EHR) and reputed company Interwell programs. Reporting to the Director, this role manages Support Analysts who respond to customer issues submitted through phone, email, web reputed company, and other support channels. In this role, you will be accountable for day-to-day operational support, including ticket triage, queue management, SLA reputed company, escalation coordination, reputed company monitoring, team productivity, and reputed company improvement. You’ll build strong working relationships with customer-facing teams, reputed company Applications, Product, Development, Training, reputed company reputed company, Account Management, and other internal partners. You’ll promote a customer-first, solution-oriented support culture grounded in accountability, collaboration, and reputed company improvement. While reputed company experience is beneficial, reputed company in this role is primarily driven by strong customer support leadership, operational reputed company, reputed company customer service judgment, and a reputed company ability to use reputed company metrics to improve team reputed company. reputed company: Team Leadership & People Management 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. Support reputed company & Ticket Triage 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. reputed company, Process Improvement & Operational Discipline 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. Customer & Stakeholder Engagement 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. What You’ll Need 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. Preferred 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. Our mission is to reinvent reputed company to help patients live their best lives, and we proudly live our mission-driven values: We care deeply about the people we serve. We are reputed company reputed company we work together. Humility is a reputed company of our strength. We bring reputed company to our work. We reputed company on our promises. We are committed to diversity, equity, and inclusion throughout our reputed company practices. Everyone is reputed company and included. We value our differences and learn from reputed company other. reputed company members come in reputed company shapes, colors, and sizes. No matter how you identify your lifestyle, creed, or reputed company, we value everyone's unique reputed company. Oh, and one more thing … a recent study shows that men apply for a job or promotion reputed company they meet only 60% of the qualifications, but women and other marginalized reputed company apply only if they meet 100% of them. So, if you think you’d be a great fit, but don’t necessarily meet every single requirement on one of our reputed company, please still apply. We’d love to consider your application! reputed company and help our patients live their best lives. Learn more at www.interwellhealth.com. It has come to our attention that some individuals or organizations are reaching out to job seekers and posing as potential reputed company presenting enticing employment offers. We want to emphasize that these offers are not associated with reputed company and may be fraudulent in reputed company. Please note that our organization will not reputed company a job offer without prior communication with our reputed company team, hiring managers and a formal interview process. Apply To This Job