Customer Experience Specialist
About 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.
Responsibilities
- 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
Requirements
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.
Compensation Range: $65K - $70K