Technical Customer Experience Specialist

Tin Can; Seattle (WA); On-site; USD 60,000 - 80,000; Full time

Job summary

Tin Can, based in Seattle, is seeking a Technical Customer Experience Specialist to provide high-quality support during hardware setup and account activation. The candidate will handle escalated inquiries and troubleshooting while maintaining a calm and friendly demeanor.

This full-time hybrid role has a unique Friday-Tuesday schedule, allowing for remote work on weekends. Successful applicants will possess strong communication skills and a technical aptitude to assist customers effectively.

Qualifications

• Previous experience supporting consumer hardware or consumer tech products.
• Familiarity with troubleshooting networking or device-activation workflows.
• Technical curiosity and ability to learn new platforms quickly.

Responsibilities

• Serve as a direct point of contact for escalated technical customer inquiries.
• Diagnose and resolve issues related to device activation and account setup.
• Deliver clear and accurate responses aligned with brand voice.

Skills

Technical troubleshooting

Excellent verbal communication

Excellent written communication

Customer support via email

Customer support via chat

Customer support via phone

Technical curiosity

Job description

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.