Customer Support Manager, Provider Enablement

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager, Provider Enablement based in United States.

This role leads a frontline customer support team responsible for delivering timely, accurate, and professional support across healthcare technology products and programs.

You will oversee day-to-day support operations, including ticket triage, queue management, service levels, escalations, quality, and team productivity.

The position combines people leadership with operational ownership, using performance data to improve customer outcomes and support efficiency.

You will work closely with Product, Development, Training, Customer Success Operations, Account Management, and other cross-functional teams.

A key focus will be building a customer-first, solution-oriented culture grounded in accountability, collaboration, and continuous improvement.

The role also offers the opportunity to improve support processes, documentation, workflows, and escalation practices across a growing organization.

Success requires strong customer support leadership, sound judgment, analytical thinking, and the ability to translate operational metrics into measurable improvements.

Accountabilities:

• Lead, coach, and develop a team of Support Analysts providing direct customer-facing help desk and application support.
• Establish clear expectations and accountability around responsiveness, customer communication, documentation quality, resolution accuracy, productivity, teamwork, and professional conduct.
• Conduct regular 1:1s, performance reviews, coaching sessions, and skill assessments while identifying development opportunities and team skill gaps.
• Manage scheduling, workload distribution, coverage planning, and queue assignments to maintain service levels and meet customer needs.
• Oversee onboarding and role readiness for new team members, including support tools, workflows, documentation standards, customer communication, and escalation procedures.
• Ensure the team is prepared for new product features, workflow changes, support process updates, and customer adoption initiatives.
• Oversee daily support operations across phone, email, web forms, and ticket queues, ensuring issues are accurately triaged, routed, tracked, and resolved within expected timeframes.
• Establish, document, monitor, and continuously improve ticket triage processes and escalation paths.
• Coordinate escalations that require involvement from Product, Development, Training, Applications, Account Management, Customer Success Operations, or other internal teams.
• Maintain high standards for case notes, handoffs, support documentation, and resolution details to support reporting, follow-up, and continuous improvement.
• Define and monitor SLAs, SLOs, queue health, response and resolution times, backlog, aging tickets, reopened cases, escalation volume, quality, productivity, and customer satisfaction indicators.
• Analyze support data to identify trends, root causes, workflow issues, customer friction points, training needs, and opportunities for operational improvement.
• Lead initiatives that improve support quality, resolution accuracy, case-handling efficiency, customer experience, and internal handoffs.
• Establish quality review practices for support interactions, ticket documentation, escalation handoffs, and resolution outcomes.
• Develop and maintain SOPs, queue management practices, escalation playbooks, templates, documentation, and performance routines.
• Serve as a point of contact for high-priority, complex, or escalated customer issues, ensuring clear and professional communication regarding status and next steps.
• Represent the Support function in cross-functional discussions involving customer issues, product changes, release readiness, support trends, and adoption programs.
• Lead or participate in operational projects involving support tools, reporting, workflows, escalation management, and team performance.
• Support testing, validation, rollout, and team readiness for new support applications, tools, processes, and workflows.
• Partner with leadership and cross-functional teams to align support operations with broader Training, Support, Customer Success, and customer adoption priorities.

Requirements:

• Bachelor’s degree required.
• 5+ years of experience in customer support, technical support, application or software support, SaaS support, healthcare technology support, or related customer service operations.
• 3+ years of experience managing or leading a frontline support, help desk, technical support, or customer service team.
• Strong coaching, people leadership, and performance management skills.
• Demonstrated experience establishing, tracking, and improving SLAs, support metrics, queue performance, or operational service standards.
• Strong customer service judgment, with the ability to manage escalated issues professionally and determine when additional internal support is required.
• Excellent written and verbal communication skills, including clear customer updates and effective cross-functional coordination.
• Strong operational discipline and experience defining service standards, monitoring performance, improving workflows, and holding teams accountable to measurable expectations.
• Strong analytical and problem-solving abilities, with the capacity to interpret support metrics, identify trends, diagnose operational issues, and drive data-informed improvements.
• Technical aptitude and the ability to quickly learn healthcare software, EHR workflows, support platforms, and internal operating processes.
• Ability to manage multiple priorities effectively in a fast-paced, remote work environment.
• Proficiency with Microsoft Office and support, ticketing, reporting, or customer service tools.
• Experience supporting a healthcare SaaS product, EHR/EMR, practice management system, or other healthcare technology platform is preferred.
• Experience with Epic or Epic-based Community Connect environments is preferred.
• Background in healthcare IT, physician practice operations, revenue cycle, clinical operations, or customer success operations is preferred.
• Experience with Salesforce Service Cloud or a similar CRM is preferred.
• Experience leading a remote support team is preferred.

Benefits:

• Mission-driven environment focused on improving healthcare and patient outcomes.
• Opportunity to lead and develop a customer-facing support organization.
• Remote work environment within the United States.
• Collaborative culture centered on teamwork, accountability, humility, continuous improvement, and customer care.
• Opportunity to work cross-functionally with Product, Development, Training, Customer Success, Account Management, and other teams.
• Exposure to healthcare technology, EHR workflows, customer adoption, and operational transformation.
• Opportunities to contribute to process improvement, support tooling, documentation, and service delivery initiatives.
• Additional benefits and employment terms may apply based on the role and location.