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Technical Customer Experience Specialist

Tin Can· Customer Experience
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Seattle$75k - $85kFull-timePosted 4mo ago

About the role

Technical support specialist focused on end-to-end troubleshooting for hardware setup, account activation, and connection journeys, delivering high-quality, empathetic customer interactions across channels while maintaining SLAs and contributing to process improvements.

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

Qualifications

  • 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.”)

Skills

Required:Hardware troubleshootingNetworking basicsCommunication

Benefits

  • Full benefits package
  • Offers Equity
Last updated Aug 5, 2026. Interested? Apply on the company site.
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About Tin Can

The super-magical Wi-Fi landline for kids

The super-magical Wi-Fi landline for kids. No screens, no texting, no strangers — just real conversation with Grandma, besties, and contacts you approve. Plug in, twirl that cord, and time-travel to pure voice fun.

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