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Director of Customer Experience

Tin Can· Customer Experience
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Seattle$160k - $180kFull-timePosted 1mo ago

About the role

Director-level role responsible for end-to-end customer experience from purchase through activation, troubleshooting, and ongoing support, with a focus on scaling processes, systems, and international footprint while maintaining high-quality care.

Responsibilities

  • Own the strategy and performance of Customer Experience across the customer lifecycle
  • Build a culture where every customer issue has clear ownership and nothing falls through the cracks
  • Develop processes that make resolution feel effortless for customers—even when the underlying issue is complex
  • Evaluate, select, and scale the CX technology stack that expands and optimizes customer contact channels — phone systems, self-service, automation, and AI-assistance
  • Own and evolve contracted support partnerships, deciding what scales as-is, what changes, and what needs to move in-house
  • Build the technical escalation path for hardware, connectivity, and companion-app issues, and partner directly with Engineering and Product to close the loop between what customers hit and what gets fixed
  • Design the CX operating model for international expansion, starting with the UK, Australia, and New Zealand
  • Track response time, resolution time, CSAT, contact rate, and evaluate cost-to-serve, and use that data to decide where to invest next
  • Bring a clear, data-driven point of view on customer experience to company leadership, and translate ticket trends into product, fulfillment, and policy changes
  • Lead and develop the CX team
  • Build on a culture centered on empathy, urgency, judgment, and continuous improvement
  • Develop frontline leaders and subject-matter experts who can independently solve increasingly complex customer problems
  • Drive the team to achieve high standards for response times, resolution times, quality, customer satisfaction, and escalation management
  • Hire, structure, and develop a CX organization built to handle significantly more volume without significantly more headcount

Qualifications

  • 8+ years leading customer experience or support operations, including real experience working on a connected hardware device
  • Strong technical aptitude; able to discuss device connectivity, activation flows, and companion-app troubleshooting with engineers
  • Experience selecting and implementing support tooling and understanding a good tech stack for high volume
  • Fluency using AI as a multiplier across triage, self-service, and analysis
  • Excellent cross-functional communicator able to translate ticket patterns into asks for Product, Engineering, or Finance with data
  • Comfortable operating at strategic and hands-on levels, including international CX strategy and day-to-day ticket queues
  • Low-ego and collaborative; able to share credit and pitch in on problems beyond own scope

Skills

Required:Customer Experience leadershipTechnical aptitude on device connectivityCX technology stack selection and implementationAI in CX triage and analysisCross-functional communicationPeople leadership and team development

Benefits

  • Full benefits package
  • Equity (offers equity)
Last updated Sep 16, 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.

Wi-Filandlinekidsvoice
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