Customer Support Manager, Provider Enablement (Healthcare)

Location: Remote, United States

Company

hirify.global is a kidney care management company that partners with physicians to improve healthcare delivery and help patients live their best lives.

What you will do

• Lead, coach, and develop Support Analysts providing customer-facing help desk support.
• Manage daily support operations across phone, email, web forms, and ticket queues, including triage, routing, workload distribution, and coverage planning.
• Coordinate escalations with Epic Applications, Product, Development, Training, Account Management, and other internal teams.
• Define and monitor SLAs, SLOs, queue health, response and resolution times, backlog, quality, productivity, and customer satisfaction indicators.
• Use support data to identify root causes, training needs, workflow gaps, and opportunities to improve customer experience.
• Maintain support documentation, SOPs, escalation playbooks, quality reviews, and readiness for new tools, features, and processes.

Requirements

• Bachelor’s degree.
• 5+ years of experience in customer support, technical support, application or software support, SaaS support, healthcare technology support, or related operations.
• 3+ years of experience leading or managing a frontline support, help desk, technical support, or customer service team.
• Experience setting, tracking, and improving SLAs, support metrics, queue performance, or operational service standards.
• Strong customer service judgment, coaching, performance management, analytical, written, and verbal communication skills.
• Technical aptitude and proficiency with Microsoft Office and support, ticketing, reporting, or customer service tools.

Nice to have

• Experience supporting healthcare SaaS, EHR/EMR, practice management, or other healthcare technology platforms.
• Experience with Epic or Epic-based Community Connect environments.
• Experience in healthcare IT, physician practice operations, revenue cycle, clinical operations, or customer success operations.
• Experience with Salesforce Service Cloud or a similar CRM.
• Experience leading a remote support team.

Culture & Benefits

• Mission-driven work focused on improving kidney care and patient outcomes.
• Values centered on compassion, collaboration, humility, accountability, and continuous improvement.
• Remote work environment with a focus on clear communication and operational discipline.
• Commitment to diversity, equity, and inclusion throughout recruiting and employment.