CPR Care Coach

SUREFIRE CPR — NOW HIRING0
CPR Care Coach
Customer Care · Remote · Full-time
Full-time Remote CPR background preferred Coaching mindset/ experience required
We’re not just answering phones — we’re helping people save lives. Every call, every email, every interaction is a chance to make someone feel cared for, supported, and ready to be a hero. If that sounds like your kind of Monday, keep reading.


DEPARTMENT
Customer Care
REPORTS TO
Customer Care Manager
SCHEDULE
TBA
COMPENSATION
Competitive


Heads up: this is not your average customer service gig. SureFire CPR Care Coaches combine the instincts of a CPR instructor with the warmth of a trusted friend — guiding students through high-stakes, high-emotion situations while keeping operations running smoothly behind the scenes.


WHAT YOU’LL ACTUALLY DO
Coaching — the heart of the role
Take ownership of inbound coaching calls and escalations — be calm in the chaos, set the tone, and coach students through compressions, ventilations, mask seal, head positioning, and 1- and 2-rescuer scenarios in real time.
Read each student fast — their skill level, personality, and stress level — and adapt your coaching style on the fly. No two calls are the same.
Guide technique verbally without being in the room: think creative analogies, clear cues, and calm redirects (e.g., “Look at the ceiling — that’s how far the head should tilt back”).
De-escalate frustrated, panicked, or upset students with empathy and authority. You’re the expert. Own it.
Empower students to succeed — build their confidence, not just their compliance. Skip the hollow “great job” and give them real, specific wins.
Use correct SureFire CPR terminology at all times and flag improvised or inaccurate language when you hear it.
Operations, admin & inbox management — keeping the engine running
Monitor and manage the customer care inbox — respond to emails with warmth, accuracy, and zero drift from brand voice.
Handle scheduling, rescheduling, confirmations, and follow-ups with precision. The little details are your domain.
Perform administrative tasks including documentation, post-call notes, and flagging recurring issues to the training team.
Conduct quality cameras surveillance — review call and interaction trends, spot patterns, and bring solutions forward before problems become fires.
Support operational workflows and keep internal records clean, current, and useful.
Be the kind of teammate who notices what needs doing and does it — without being asked twice.
YOU MIGHT BE A FIT IF YOU ARE…
A quick thinker who resolves issues before the customer finishes explaining.
A detail fanatic who knows the little things matter — a lot.
A proud owner of your work who sees tasks through and takes initiative without being nudged.
A team player who shares updates and embodies our “We, not Me” mindset.
A progress seeker who asks “How can I make this better?” and brings actual solutions.
Naturally warm and upbeat — the kind of person who makes callers feel like they’re talking to an old friend.
Comfortable with CPR, first aid, healthcare, emergency services, or a related field (Red Cross or AHA certification is a major plus).
Steady under pressure — composed when students are frustrated, anxious, or uncooperative.
A natural teacher who can explain something hard in a way that actually clicks.
OUR CORE VALUES — YOUR DAILY OPERATING SYSTEM

Set the pace
Lead with energy. Don't wait for permission to move fast.
Genuine care
Every student matters. Make them feel it.
Always progressive
Ask how to improve. Then actually improve it.
We, not me
Share wins. Own mistakes. Lift the team.
Do it the right way — always
Integrity isn't optional. Even when no one's watching.


WHAT WE OFFER
Competitive compensation.
Structured coaching development — live simulations, call shadowing, and ongoing skills refreshers.
Clear growth path from Care Coach to Senior Coach and beyond.
A mission-driven team where your work genuinely helps people gain the confidence to save lives.
HOW TO APPLY — THREE STEPS

1
Record three short Loom videos (2 min each)
Show us who you are before we ever speak. Be yourself — we mean it.


Video 1 — About you: your experience, personality, and life outside work.
Video 2 — Why SureFire CPR: what drew you here?
Video 3 — Handling an upset student who couldn’t pass their training.

2
Complete the writing scenarios (4–8 sentences each)
Write in your own voice. If you use AI tools, make it sound like you — we’ll know the difference.


Scenario 1 — The frustrated searcher
“I already paid, but I can’t find my class details anywhere. This is ridiculous!” — Write your email response showing professionalism, empathy, and clear direction.


Scenario 2 — The panicked healthcare worker
A healthcare worker failed their skills test for the second time. Their job depends on certification. Draft a response that reassures them and gives clear next steps.


Scenario 3 — The walkaway threat
A student’s appointment is rescheduled due to equipment maintenance. They’re threatening to take their business elsewhere. How do you handle it?


3 Submit your application

Email your completed form + Loom links to ---------- — or use the form link below.


Subject line: GenuineCare — applications without this may not be ---------- adline: April 30, 2026 Submit via form: wkf.ms/3WmShP0