Customer Experience Specialist (Contract)

About the role

As we continue to grow, we're looking for a (Contract) Customer Experience Specialist to help support families through ordering, activation, troubleshooting, and every step in between. We're looking for someone who can be a calm, supportive, and human presence for the families we work with. This is a contract role supporting increased customer demand. Success means balancing empathy with efficiency, communicating clearly, and helping customers feel taken care of when things don't go as planned.

Responsibilities

• Be the voice of Tin Can across email, SMS, Instagram DMs, and the occasional phone call from a curious grandparent
• Help customers with orders, activation, billing questions, and technical troubleshooting with patience and clarity
• Keep our SLAs healthy and help maintain queue coverage during periods of increased volume
• Follow established workflows and escalate issues when needed
• Spot recurring questions and share feedback with the team
• Contribute to documentation and knowledge sharing to help create clarity for customers and teammates
• Make it personal: whether you're troubleshooting a tricky setup or hearing about a kid's first solo call, you're helping create experiences families remember

Requirements

• 1-3 years of customer support experience (written and verbal)
• Strong communication: warm, clear, and great at making technical concepts feel approachable for non-technical people
• Some familiarity with device setup or basic 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, 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
• Comfortable following established processes while using good judgment when situations are unclear
• Not afraid to say "I don't know yet, but I'll find out!"
• Logistics

Benefits

Additional Information

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.

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