NFPA

Customer Success Representative

NFPA

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Salary

💰 $44,043 - $72,623 per year

About the role

  • Provide Tier 2/Tier 3 customer and administrative support for inquiries escalated from the Contact Center, using advanced system knowledge and problem-solving to resolve complex issues.
  • Build a strong working knowledge of NFPA’s full portfolio of products, training programs, and certification offerings to support customers across multiple channels.
  • Understand all prerequisites, eligibility requirements, and application processes to guide customers through training and certification participation.
  • Develop proficiency in the operational systems used to deliver products and services (e.g., HubSpot, NetSuite, learning and certification platforms, order management tools, and standard productivity software).
  • Apply product and system expertise to deliver high-quality support for offerings that require specialized handling, including training programs, certification workflows, subscription or continuity products, and designated partner or reseller accounts.
  • Contribute as an active member of a collaborative Customer Success team, sharing knowledge, coordinating handoffs, and ensuring consistent service across channels and customer segments.

Requirements

  • Associate degree or equivalent professional experience.
  • Proficient using technology, web-based tools, and modern productivity software.
  • Thrives in a collaborative, team-based environment.
  • Effectively manages multiple priorities in a fast-paced setting.
Benefits
  • Comprehensive benefits
  • Strong total rewards package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportproblem-solvingoperational systems proficiencyproduct expertisecertification workflowssubscription products handling
Soft Skills
collaborationknowledge sharingmulti-priority managementteamwork
Certifications
Associate degree