Technical Customer Experience Specialist

About Tin Can Here at Tin Can, we’re working to give kids the social independence we had growing up - without smart phones. 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, customer experience isn’t just a function - it’s a core part of our product. We’re looking for a technical support expert to join our Customer Experience team to handle end to end troubleshooting with customers during hardware set up, account activation, and connection journey while making sure every interaction feels human, calm, and confidence-building for families. The Technical Customer Experience Specialist is a support role responsible for delivering high-quality, friendly, empathetic, and technically accurate assistance across all customer communication channels. You will manage escalated inquiries, troubleshoot device and account issues, maintain time-sensitive SLAs, and contribute to continuous improvement of our support systems and processes. This role requires strong written communication skills, comfort with technical troubleshooting, and the ability to operate calmly in a fast-paced, high-volume environment. Key Responsibilities Serve as a direct point of contact for escalated technical customer inquiries across email, SMS, social DMs, and phone calls Diagnose and resolve issues related to device activation, account setup, VoIP network connectivity, router related setup challenges, and user permissions using incomplete or evolving information Deliver responses that are clear, accurate, concise, and aligned with Tin Can’s brand voice and customer experience standards Use sound judgment in balancing customer experience, operational constraints, and urgency Identify patterns in the queue to escalate trends, bugs, or workflow gaps Update, refine, and expand response templates, macros, and internal and external knowledge base content to ensure accuracy and tone consistency Identify repetitive or manual tasks suitable for automation and collaborate with the team to streamline them Provide support interactions that feel human, empathetic, and personalized—celebrating user milestones and turning problem-solving moments into positive experiences What We’re Looking For Previous experience supporting consumer hardware or consumer tech products Familiarity with troubleshooting networking or device-activation workflows Excellent verbal and written communication skills, with the ability to simplify complex technical concepts for non-technical audiences Experience delivering exceptional customer support via email, chat, or phone Technical curiosity and ability to learn new platforms quickly Comfort acknowledging uncertainty and proactively seeking answers (“I don’t know yet, but I’ll find out.”) This is a full-time, hybrid role on a Friday-Tuesday schedule , with Friday-Sunday remote and Monday-Tuesday in office from our Belltown, Seattle headquarters.