Global Head of Customer Experience & Support

Tin Can; Seattle (WA); On-site; USD 180,000 - 240,000; Full time

Job summary

Tin Can is recruiting a Director of Customer Experience to lead the growth of a world-class, global CX operation. You will own the end-to-end customer journey from order through activation and ongoing support, building the systems and teams that scale with international expansion.

You’ll work across Operations, Product, Engineering, Marketing, Brand, and Finance, turning customer feedback into action while maintaining care and high standards for every interaction.

Qualifications

• 8+ years leading customer experience or support operations, with hardware/device experience.
• Proven ability to select and scale CX tech stack for high volume.
• Fluency using AI as a multiplier across triage, self-service, and analysis.
• Excellent cross-functional communicator, data-backed requests to other teams.
• Ability to design international CX strategy and scalable processes.

Responsibilities

• Build a world-class CX operation that scales globally.
• Own CX strategy and performance across the customer lifecycle.
• Ensure ownership and accountability for every customer issue.
• Develop processes that make complex resolutions feel effortless for customers.
• Evaluate and scale CX tech stack including phone, self-service, automation, and AI.
• Manage partnerships and determine what to keep in-house.
• Create escalation paths for hardware, connectivity, and app issues with Eng/Prod.
• Design the CX model for international expansion (UK, AU, NZ).
• Track metrics like response/resolution time, CSAT, and cost-to-serve.

Skills

CX leadership

Technical aptitude

CX tooling

AI in CX

Cross-functional comms

Strategic thinking

Job description

Tin Can is recruiting a Director of Customer Experience to lead the growth of a world-class, global CX operation. You will own the end-to-end customer journey from order through activation and ongoing support, building the systems and teams that scale with international expansion.

You’ll work across Operations, Product, Engineering, Marketing, Brand, and Finance, turning customer feedback into action while maintaining care and high standards for every interaction.