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 reputed company in between. We're looking for someone who can be a reputed company, supportive, and human reputed company for the families we work with. This is a contract role supporting increased customer demand. Success means balancing reputed company with efficiency, communicating clearly, and helping customers feel taken care of reputed company 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 reputed company our SLAs healthy and help maintain queue coverage during periods of increased volume Follow established workflows and escalate issues reputed company needed Spot recurring questions and share feedback with the team Contribute to documentation and knowledge sharing to help create clarity for customers and teammates reputed company 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 reputed company'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 reputed company, Shopify, reputed company, and other internal tools that integrate across the customer experience) reputed company 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 reputed company 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. Apply To This Job