Lead NRP Sales & Support Specialist

To Help Save More Lives

RQI Partners is a mission-driven partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care.

We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.

Founded in 2018, we’re growing fast and looking for people passionate about making an impact. Learn more about the role below!

This position will be posted for a minimum of five (5) calendar days. Following the minimum posting period, the position may close once a qualified applicant pool has been established.

Position Overview:

This role serves as a senior-level contributor responsible for delivering exceptional technical and sales support for AAP blended learning and e-learning programs. In addition to managing complex customer interactions, this role provides day-to-day operational support and guidance and serves as a key escalation point to ensure high-quality, timely resolution of customer needs.

Position Holder is Accountable For:

• Manage the opportunity-to-fulfillment process for AAP and sales support blended learning and e-learning programs, including CRM execution and license fulfillment via the NRP Learning Platform.

• Process refunds and support eCommerce-related transactions.

• Act as a subject matter expert (SME) to resolve customer support inquiries related to AAP programs, platforms, and associated hardware.

• Perform technical troubleshooting across platforms, delivery systems, and end-user environments.

• Create, manage, and resolve service tickets with clear documentation of issue, root cause, and resolution.

• Provide clear, accurate, and timely communication to customers and internal stakeholders to ensure full resolution and understanding.

• Collaborate cross-functionally with L2/L3 support and internal partners to resolve issues and deliver a seamless customer experience.

• Serve as a primary escalation point for complex or high-impact customer order/sales issues, partnering with the manager as needed to ensure resolution.

• Act as a subject matter expert across processes, tools, and programs, reinforcing consistent and high-quality execution across the team.

• Assist in NRP Quote queue management, including prioritization support, workload balancing, and ensuring adherence to service expectations.

• Participate in and support continuous improvement initiatives, including process optimization, documentation updates, and workflow enhancements.

• Contribute to special projects aligned to team or organizational priorities.

Required Skills and Competencies:

• Associate degree in a related field. A combination of experience and education will be considered in lieu of a degree for otherwise highly qualified candidates.

• Minimum 3 years of experience in customer service or technical support, with strong troubleshooting experience.

• Minimum 1 year experience working with CRM systems (Salesforce preferred).

• Proficiency in order management and fulfillment processes, including license provisioning, subscription management, and coordination with eLearning platforms (e.g., LMS).

• Strong written and verbal communication skills.

• Ability to manage multiple priorities and systems simultaneously in a fast-paced environment.

• Foundational technical troubleshooting knowledge (PC and platform-based).

This position offers an hourly rate equivalent to an annualized range of $63,000 to $68,000, depending on experience. This is a non-exempt role paid hourly, and overtime is eligible in accordance with applicable regulations. Please note that this range does not include additional compensation or benefits for which an individual may be eligible. Actual compensation will depend on a variety of factors, including the candidate’s qualifications, level of education, professional certifications, years of relevant experience, and specialized skills.

RQIP Benefits Include:

• Generous PTO & Holidays

• Remote Work Environment (some positions require travel)

• Comprehensive Medical, Dental and Vision

• HSA & FSA Account Options, with employer HSA contribution

• 401k with Employer Match & Profit Sharing

• Employee Assistance Program

• Tuition Reimbursement

• Professional Development Opportunities

• Student Loan Repayment Assistance

• Eligibility for Annual Bonus

• Wellness Reimbursement Program

• Pet Insurance

• Paid Family Leave