Location: Remote (U.S.)

Department: Customer Success

Reports To: Customer Care Manager

Hourly: $25 / Hour

Company Overview

CAN‑USA Lithium Fire Safety delivers state-of-the-art lithium-battery firefighting solutions. Our flagship product, the E‑FireX extinguisher, is designed to suppress thermal runaway in lithium-ion battery fires. Our customers span EV service centers, energy storage facilities, fire departments, and industrial operators—industries where fire risk is evolving rapidly.

Position Overview

The Customer Care Coordinator will serve as a key member of the customer success team. This role is responsible for managing customer interactions from onboarding to ongoing support, resolving service requests, and coordinating logistics and communication across departments. This is a remote, full-time position supporting customers across North America.

Key Responsibilities

Customer Support

• Respond to incoming calls, emails, and web inquiries from customers regarding products, orders, shipping, service needs, and technical coordination
• Proactively follow up with customers regarding updates, shipment tracking, and satisfaction

Service Coordination

• Create and manage service tickets or work orders, coordinating with field technicians or internal technical teams as needed
• Maintain visibility on all open issues and ensure timely resolution and communication

CRM and Data Management

• Accurately log and maintain customer records in CRM (e.g., Salesforce, HubSpot)
• Track account interactions, service history, and sales activity to ensure visibility across teams

Issue Escalation and Problem-Solving

• Diagnose and resolve standard product or order-related issues; escalate complex problems appropriately
• Coordinate with internal departments to ensure seamless resolution and follow-through

Customer Satisfaction and Retention

• Monitor customer satisfaction through follow-up calls, surveys, and support analytics
• Identify opportunities to improve the customer experience or suggest cross-sell solutions

Internal Collaboration

• Act as liaison between customers and internal teams including logistics, sales, and technical support
• Assist with billing inquiries, warranty requests, replacement orders, and basic quoting

Qualifications

Required

• 2+ years of experience in customer service, account coordination, or technical support
• Strong communication skills—written and verbal—with a customer-first mindset
• Proven ability to manage multiple tasks and priorities in a fast-paced environment
• Proficiency in CRM systems, email, Excel, and other basic tools
• Must be self-directed, organized, and comfortable working independently in a remote setting
• U.S.-based with reliable internet connection and quiet home office setup

Preferred

• Experience in fire safety, industrial equipment, energy storage, field service coordination, or logistics
• Familiarity with lithium-ion batteries, fire suppression systems, or safety-related regulations
• Experience supporting first responders, municipal agencies, or technical buyers is a plus

Compensation & Benefits

• Base Hourly: $25 / Hour
• Performance-based bonuses or quarterly incentive plans
• Full benefits: medical, dental, vision, 401(k) match, paid time off, holidays
• Remote work flexibility with home office stipend
• Paid product training and professional development opportunities

Why CAN‑USA?

• Join a mission-driven company tackling one of the most urgent risks in modern energy and transportation
• Represent a fast-growing product category with strong inbound interest
• Be part of a collaborative, remote-friendly team that values initiative, communication, and customer care excellence

How to Apply

Send your resume and a brief cover letter explaining your experience in customer coordination and your interest in lithium fire safety to info@canusasafety.com. Include examples of successful support initiatives or customer satisfaction metrics you’ve helped improve.

Equal Opportunity Employer

CAN‑USA Lithium Fire Safety is an equal opportunity employer. We value diversity and are committed to building a team that reflects a wide range of backgrounds and perspectives.