Customer Support Manager, Provider Enablement

📋 Description

• Lead, coach, and develop a team of Support Analysts providing direct customer-facing help desk and
• Establish clear expectations and accountability around responsiveness, customer communication
• Conduct regular 1:1s, performance reviews, coaching sessions, and skill assessments while
• Manage scheduling, workload distribution, coverage planning, and queue assignments to maintain
• Oversee onboarding and role readiness for new team members, including support tools, workflows
• Ensure the team is prepared for new product features, workflow changes, support process updates

🎯 Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in customer support, technical support, application or software support
• 3+ years of experience managing or leading a frontline support, help desk, technical support, or
• Strong coaching, people leadership, and performance management skills.
• Demonstrated experience establishing, tracking, and improving SLAs, support metrics, queue
• Strong customer service judgment, with the ability to manage escalations professionally and

🎁 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
• Opportunity to work cross-functionally with Product, Development, Training, Customer Success
• Exposure to healthcare technology, EHR workflows, customer adoption, and operational transformation.