Director of Customer Experience

The role

The Director of Customer Experience will lead the evolution of customer support from a scrappy operation into a scalable global system. This person will own the end-to-end customer experience from fulfillment through troubleshooting and will build the strategy, tools, and teams to support international expansion.

What you will do

• Own the strategy and performance of Customer Experience across the customer lifecycle
• Build a culture where every customer issue has clear ownership
• Develop processes for effortless customer resolution
• Evaluate, select, and scale the CX technology stack
• Own and evolve contracted support partnerships
• Build the technical escalation path for hardware, connectivity, and companion-app issues
• Design the CX operating model for international expansion
• Track response time, resolution time, CSAT, contact rate, and cost-to-serve
• Provide data-driven customer experience insights to company leadership
• Hire, structure, and develop a CX organization

Required qualifications

• 8+ years leading customer experience or support operations
• Real experience working on a connected hardware device
• Strong technical aptitude regarding device connectivity, activation flows, and companion-app troubleshooting
• Experience selecting and implementing support tooling
• Fluency using AI as a multiplier across triage, self-service, and analysis
• Excellent cross-functional communicator
• Comfortable operating at both strategic and operational altitudes
• Low-ego and collaborative

About the company

Tin Can is building a safer, simpler way for kids to connect without smartphones through screen-free devices and services. The company is a small, mission-driven group building a bold, authentic, and quirky brand.