Customer Experience Specialist

About Tin Can Here at Tin Can, we're working to give kids the social independence we had growing up — without smartphones. We've built a modern remix of the classic home phone, running on a private network with safety-first features, thoughtful design, and a few delightful surprises along the way. The Role As we scale to hundreds of thousands of households across the world, customer experience isn't just a function, it's core to our product. We're looking for a Customer Experience Specialist who can be a calm, supportive, and human presence for the families we work with from the moment they discover Tin Can, through ordering, activation, troubleshooting, and every step in between. This is a high-impact role in a fast-moving environment. Success means balancing empathy with efficiency, staying calm under pressure, and being curious enough to investigate problems you haven't seen before. What You'll Do - Be the voice of Tin Can across email, SMS, Instagram DMs, and the occasional phone call from a curious grandparent - Investigate and resolve issues across the customer journey with patience and clarity every time - Keep our SLAs healthy and help us define what genuinely great support looks and feels like at Tin Can - Spot patterns in the queue (bugs, recurring questions, workflow gaps) and help to create solutions - Create and refine documentation and onboarding resources for both internal and external workflows, continuously finding opportunities to create clarity for the team and customers - Make it personal: whether you're troubleshooting a tricky setup or hearing about a kid's first solo call, you're creating moments that families remember What We're Looking For - 2–3 years of customer support experience (written and verbal) with a track record you're proud of. Startup experience is a big plus! - Strong communication: warm, clear, and great at making technical concepts feel approachable for non-technical people - Some familiarity with networking or device-activation troubleshooting (you don't need to be an engineer, just curious and willing to dig in) - Comfortable picking up new tools quickly (we use Zendesk, Linear, Shopify, Stripe, and other internal tools that integrate across the customer experience) - Calm and grounded under pressure, someone who brings steadiness to a fast-moving environment without losing the human touch - Not afraid to say "I don't know yet, but I'll find out!” Logistics This is a full-time, hybrid role on a Sunday–Thursday schedule. Sundays are remote; Monday–Thursday you'll be with the team at our Belltown, Seattle headquarters.