The RoleWhen 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.
Today, support runs through a small and scrappy team and a lot of hard-won process; your job is to build the resources, systems, policies, and international footprint to match Tin Can's growth. You'll work closely with our Operations, Product, Engineering, Marketing, Brand, and Finance teams, turning what customers tell us into changes the rest of the company acts on. You'll need to go as deep as a connectivity or order refund issue requires, and as broad as a three-year international CX strategy - often in the same week.
This is a strategic and operational leadership role. You'll need deep knowledge of the day-to-day operation, but your bigger mandate is to
build the systems, processes, tools, and customer experience strategy that allow us to scale without sacrificing the care that makes Tin Can special.What You'll Do:Build a world-class customer experience operation that scales globally- 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
- Design the CX operating model for international expansion, starting with the UK, Australia, and New Zealand, accounting for time zones, telecom, and local customer expectations
- 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
What We're Looking For- 8+ years leading customer experience or support operations, including real experience working on a connected hardware device, not just a software or e-commerce product
- Strong technical aptitude; you can hold your own in a conversation about device connectivity, activation flows, and companion-app troubleshooting; enough to tell an engineer where a bug likely lives
- You've selected and implemented support tooling, and know what a good stack looks like at ten times today's volume
- Fluency using AI as a multiplier across triage, self-service, and analysis; this is how we work, not a nice-to-have
- Excellent cross-functional communicator; you can turn a messy pattern of tickets into a clear ask for Product, Engineering, or Finance with the data that backs it up
- Comfortable operating at both altitudes; defining an international CX strategy one day, jumping into a messy ticket queue the next
- Low-ego and collaborative; you share credit and pitch in on problems that aren't yours
