Customer Experience Specialist (Contract)

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 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.

What You'll Do

• 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

What We're Looking For

• 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

This is a remote, contract role supporting increased customer demand. We ask for a commitment of at least 15 hours per week, with flexibility around scheduling. Weekend and holiday availability is important, as these are often our busiest periods. There is potential for additional hours based on business needs, with some contractors working up to 40 hours per week during peak periods.