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. Backed by Greylock.
About the role
When an order gets lost in the mail, a Tin Can won't activate, or a call drops, that's not a small bug for the family on the other end — it's the moment they find out whether they made the right call trusting us with their kid's first phone. We're looking for a Director of Customer Experience to own that moment and everything around it: the end-to-end customer experience when someone buys a Tin Can, from fulfillment through activation, troubleshooting, and ongoing support, plus the team and systems behind it.
What they're looking for
- 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 our 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
More about this role
Tin Can is building a safer, simpler way for kids to connect — without smartphones. We're creating screen-free, delightful devices and services that let families call the people who matter most, free from the noise of today's digital world.
We're building a bold, authentic, nostalgic, and kinda quirky brand that resonates with folks who want something simpler & better for their kids than the tech-infused lives we're currently living (and who have a sense of humor about it).
We’ve grown quickly—and that means our customer experience needs to evolve from a highly hands-on, scrappy operation into a world-class, scalable system that can support customers across products, channels, and countries.
We’re looking for a Director of Customer Experience to lead that evolution.
When an order gets lost in the mail, a Tin Can won't activate, or a call drops, that's not a small bug for the family on the other end — it's the moment they find out whether they made the right call trusting us with their kid's first phone. We're looking for a Director of Customer Experience to own that moment and everything around it: the end-to-end customer experience when someone buys a Tin Can, from fulfillment...
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