Key Facts

Remote From:

Andorra

Category: Customer Experience Manager

Fixed term

Mid-level (2-5 years)

English

Hard Skills

Zendesk Shopify Stripe Connect

Other Skills

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Communication
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Troubleshooting (Problem Solving)
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Empathy
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Problem Solving

Roles & Responsibilities

1-3 years of customer support experience (written and verbal)
Strong communication skills
Familiarity with device setup or basic troubleshooting
Comfortable with tools like Zendesk, Shopify, and Stripe

Requirements:

Be the voice of Tin Can across email, SMS, Instagram DMs, and phone calls
Help customers with orders, activation, billing questions, and troubleshooting
Maintain SLAs and queue coverage during increased volume
Contribute to documentation and knowledge sharing for clarity

Tin Can

About Tin Can

Tin Can is a screen-free phone for kids that gives them the independence to call friends and family—without giving them a smartphone. Built like a modern landline, Tin Can connects over Wi-Fi and uses a simple mobile app for parents to control who can call in and out. There’s no browser, no app store, no camera, no spam—just voice. It’s a safer, saner way for kids to communicate and gain a bit of freedom without the baggage of adult tech. We believe that real connection doesn’t require a screen. And that childhood is better when it’s full of imagination, not notifications. Tin Can started in one neighborhood in Seattle, where we hand-installed 40 early prototypes and watched them spread by word of mouth. Now, Tin Can is being used by kids in over 30 states—with no marketing, no paid ads, just families telling other families. We’re growing fast, and so is the movement of parents looking for a better way to let their kids be independent, without handing over the internet in their pocket. Our newest Tin Can is fully custom hardware, designed from the ground up to be beautifully simple. It works out of the box, connects through our app, and comes with smart features like emergency calling, quiet hours, and a free Can2Can plan that lets any two Tin Cans call each other with no subscription required. Tin Can is built for the 4–13 age range—when kids are old enough to want a phone, but not quite old enough to manage one. We’re on a mission to bring back the freedom of the old-school landline, updated for today’s families.

Founded: 2018

Company size: 2 - 10

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Job description

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.

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