Customer Support Manager, Provider Enablement

Interwell Health is a kidney care management company that partners with physicians on its mission to reimagine healthcare—with the expertise, scale, compassion, and vision to set the standard 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 better way, we will create it. So, if our mission speaks to you, join us! 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