Hybrid Customer Experience Specialist

at Tin Can

• Job title: Customer Experience Specialist
• Job type: Part Time
• Experience level: Mid level, Senior
• Salary: $20 - $28 per hour
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Seattle, United States

About the role

• Customer Experience Specialist responsible for managing customer support interactions at Tin Can. Engaging families through various platforms to foster strong relationships.

Responsibilities

• Own our support inboxes (email, text, Instagram DMs, and the occasional phone call from a curious grandparent). Respond with warmth, clarity, and lightning-speed kindness.
• Keep our KPIs in tip-top shape, like average first response time and CSAT—but also help us define what great support really looks like in a mission-driven, family-first company.
• Write and maintain our response templates so they sound like Tin Can: human, helpful, and never robotic.
• Help organize our tagging system to track trends, spot product bugs, and share smart insights with the team
• Be the voice of the customer—helping product, ops, and marketing teams understand what families are really saying
• Make it feel personal: whether it's solving a problem or celebrating a kid's first solo call, you're making moments happen every day that customers (or potential customers!) will remember

Requirements

• You’re a phenomenal writer—clear, warm, and friendly (with a great understanding of when to infuse humor into an interaction!)
• You have experience helping people (whether at a retail counter, call center, or even camp counselor gig)
• You’re organized, thoughtful, and calm under pressure
• You’re a self-starter who loves building things from scratch—and maybe even making them fun
• You’re curious and down to learn new tools (Front, Instagram, G-Suite, Slack, Notion)
• You’re not afraid to say, “I don’t know, but I’ll find out.”
• Bonus: You still remember what your childhood phone looked like ;)

Benefits

• Mission: We’re on a quest to give kids a more analog childhood—one with real conversations, real connection, and way less screen time.
• Real impact: Your work will directly shape the way customers feel cared for by Tin Can.
• Startup magic: We're early, we're scrappy, and we get to build things the right way, fast!
• Small team, big support: We're five people who really like working together—and we can't wait to add a sixth.
• Creative freedom: Got a better way to do something? Try it. No red tape, no weird corporate layers.