Customer Success Support Coordinator

About National Quality Systems (NQS)

National Quality Systems (NQS) is a healthcare SaaS company delivering modern clinical registry platforms for Trauma, Burn, Emergency General Surgery, and specialty programs. Their solutions help hospitals improve data quality, streamline verification workflows, and turn registry data into actionable operational and financial insight.

NQS is seeking a Customer Success Support Coordinator with experience in trauma registry or SaaS support. The Coordinator will provide real‑time support to customers using the NQS platform, serving as a key point of contact to troubleshoot issues, deliver training, and ensure a high‑quality user experience. The ideal candidate brings strong technical problem‑solving skills, a customer‑focused mindset, and the ability to work collaboratively across teams.

• Provide real‑time support to NQS customers using the trauma registry platform, addressing questions, troubleshooting issues, and ensuring optimal user experience.
• Act as the first point of contact for customer inquiries, particularly on weekends, ensuring timely and accurate resolution of issues.
• Manage and prioritize support tickets, meeting established response and resolution expectations.
• Communicate effectively with customers throughout the lifecycle of each issue.
• Work together with teams from different departments to identify, elevate, and resolve complex technical or operational issues.
• Minimum requirement: 3+ years of experience at an ACS verified Level 1 Trauma Center with strong interpersonal skills, presentation experience, data submission, validation, monthly/quarterly reports, and report writing.
• OR
• Minimum requirement: 3+ years of experience providing SaaS support to ACS verified Registry customers with strong interpersonal skills, high customer satisfaction scores, and a clear dedication to customer needs.

• Deliver training sessions to ensure customers understand the NQS platform’s functionality and capabilities.
• Share trauma registry knowledge and promote data accuracy, completeness, and consistency in customer workflows.

• Maintain detailed records of customer interactions, documenting issues, solutions, and follow‑up actions.
• Provide feedback to the NQS product and development teams to inform platform improvements based on user experiences.

• At least 3 years of relevant experience in trauma registry operations or SaaS customer support roles, demonstrating independent problem‑solving and customer‑facing responsibility.
• Demonstrated expertise in trauma registry data collection, reporting, and compliance with national and state trauma standards.

• Exceptional problem‑solving and critical‑thinking skills to troubleshoot customer issues effectively with the ability to identify root causes and drive issues to resolution.
• Strong written and verbal communication skills, with the ability to explain complex concepts clearly.
• Excellent organizational skills and time management, with attention to detail and the ability to manage multiple priorities.

• Be willing to work evening and weekend hours to meet customer needs.
• At least one day per week (8 hrs) will be required on a Saturday or Sunday.

• Preferred Certified Specialist in Trauma Registry (CSTR) certification and/or Certified Abbreviated Injury Scoring Specialist (CAISS).
• Advanced knowledge of trauma registry compliance, such as NTDB, ACS, or state trauma systems.
• Previous experience working in a SaaS customer support role.

Employment may be contingent upon successful completion of required background checks, verification of eligibility to work in the United States, and any additional pre‑employment screenings as required by NQS.

This job description is not intended to be all‑inclusive and may be modified at any time to reflect changing business needs. Additional duties may be assigned as required.

National Quality Systems is an Equal Opportunity Employer.

The salary range for this level is $60,000 - $65,000 annualized, with other competitive benefits.

Employment with National Quality Systems is s job description is not a contract of employment. NQS may modify the duties, responsibilities, or requirements of this role at any time based on organizational needs and at its discretion.