This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead NRP Sales & Support Specialist based in the United States.
This role is a senior-level customer support and sales operations position focused on delivering exceptional technical assistance and service experiences for healthcare education programs.
You will manage complex customer interactions, resolve platform and fulfillment challenges, and ensure seamless delivery of digital learning solutions.
The position combines customer service expertise, technical troubleshooting, CRM operations, and process improvement.
You will act as a trusted escalation point, helping internal teams and customers navigate systems, workflows, and program requirements.
Working in a mission-driven environment, you will contribute to improving access to effective resuscitation training and supporting initiatives that help save lives.
This is an opportunity for a detail-oriented professional who enjoys solving problems, collaborating across teams, and improving customer experiences at scale
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead NRP Sales & Support Specialist based in the United States.
This role is a senior-level customer support and sales operations position focused on delivering exceptional technical assistance and service experiences for healthcare education programs.
You will manage complex customer interactions, resolve platform and fulfillment challenges, and ensure seamless delivery of digital learning solutions.
The position combines customer service expertise, technical troubleshooting, CRM operations, and process improvement.
You will act as a trusted escalation point, helping internal teams and customers navigate systems, workflows, and program requirements.
Working in a mission-driven environment, you will contribute to improving access to effective resuscitation training and supporting initiatives that help save lives.
This is an opportunity for a detail-oriented professional who enjoys solving problems, collaborating across teams, and improving customer experiences at scale
Accountabilities:
- Manage the opportunity-to-fulfillment lifecycle for blended learning and e-learning programs, including CRM execution and digital license fulfillment.
- Process customer transactions, refunds, and eCommerce-related requests accurately and efficiently.
- Serve as a subject matter expert for customer inquiries related to programs, platforms, and supporting technologies.
- Troubleshoot technical issues across platforms, delivery systems, and user environments.
- Create, track, document, and resolve service tickets with clear root-cause analysis and resolution details.
- Provide timely and professional communication to customers and internal stakeholders throughout issue resolution.
- Collaborate with advanced support teams and internal partners to resolve complex customer challenges.
- Act as a primary escalation point for high-impact customer, order, and sales support issues.
- Support quote queue management by helping prioritize requests, balance workloads, and maintain service standards.
- Drive continuous improvement by identifying workflow enhancements, updating documentation, and optimizing processes.
- Contribute to special projects and operational initiatives aligned with team and organizational goals.
- Associate degree in a related field, or equivalent combination of education and relevant professional experience.
- At least 3 years of experience in customer service, technical support, or a related operational role.
- Strong troubleshooting skills and experience resolving platform, software, or user environment issues.
- At least 1 year of experience working with CRM systems, preferably Salesforce.
- Experience with order management, fulfillment processes, subscription management, and digital learning platforms.
- Strong written and verbal communication skills with the ability to explain complex issues clearly.
- Ability to manage multiple systems, tasks, and priorities in a fast-moving environment.
- Foundational technical knowledge of computers, software platforms, and digital tools.
- Strong attention to detail, ownership mindset, and commitment to delivering high-quality customer experiences.
- Ability to collaborate effectively with cross-functional teams and external stakeholders.
- Annualized compensation range of $63,000–$68,000, depending on experience and qualifications.
- Fully remote work environment within the United States.
- Generous paid time off and company holidays.
- Comprehensive medical, dental, and vision insurance coverage.
- Health Savings Account (HSA) and Flexible Spending Account (FSA) options with employer contribution.
- 401(k) plan with employer match and profit-sharing opportunities.
- Employee Assistance Program.
- Tuition reimbursement and professional development opportunities.
- Student loan repayment assistance.
- Eligibility for annual bonus programs.
- Wellness reimbursement program.
- Pet insurance.
- Paid family leave.
The Lead NRP Sales & Support Specialist will oversee critical customer support and sales operations processes while serving as a subject matter expert for learning platforms, digital programs, and fulfillment workflows. This role requires strong ownership, technical problem-solving abilities, and the ability to manage multiple priorities in a fast-paced environment.
Requirements:
The ideal candidate brings a combination of customer support expertise, technical troubleshooting skills, and operational experience in digital platforms or sales support environments. You should be comfortable working independently, managing competing priorities, and communicating clearly with both technical and non-technical audiences.