Tin Can · 4 hours ago
Support Manager
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $120K/yr
3+ years expTin Can is a company focused on providing children with social independence through a modern home phone solution. They are seeking a Support Manager to lead and develop their customer support team, ensuring high-quality interactions and operational excellence.
ConsumerConsumer ElectronicsToys
Responsibilities
Manage, support, and develop Customer Experience Specialists and Customer Experience Engineers across frontline and escalated support
Provide regular coaching, feedback, and performance guidance - helping teammates grow in confidence, clarity, and technical skill
Create a culture of empathy, accountability, curiosity, and continuous improvement
Help with hiring, onboarding, and training as the team grows
Ensure coverage, workload balance, and smooth handoffs between frontline and escalated support
Monitor and manage SLAs, response times, resolution rates, and CSAT - while helping define what 'great' support means for Tin Can
Step in to handle complex, sensitive, or high-impact escalations when needed
Maintain calm, consistency, and quality during high-volume or high-stakes moments
Oversee documentation, macros, templates, and the internal knowledge base - ensuring they’re accurate, on-brand, and actually useful
Identify recurring issues, manual workflows, or failure points and partner with Product and Engineering to fix them
Help design and implement smarter tooling, tagging, automation, and reporting as we scale
Turn insights from the inbox into clear, actionable recommendations for the broader team
Synthesize trends, feedback, and pain points from support conversations and share them regularly with Product, Ops, and Leadership
Advocate for the customer while balancing business realities and technical constraints
Help ensure Tin Can’s brand voice stays consistent: warm, human, clear, and never robotic
Qualification
Required
3+ years of experience managing or leading customer support teams, ideally in a consumer tech or hardware environment
Comfort supporting both frontline support work and more technical, escalated issues
Strong operational and analytical instincts - KPIs, SLAs, workflows, documentation - but not at the expense of empathy
Excellent written and verbal communication skills, with a natural ability to coach tone and clarity
Experience working with modern support tools (Front, Zendesk, G-Suite, Slack, etc.)
A calm, steady presence - especially when things break, customers are frustrated, or priorities shift
A bias toward ownership and curiosity: 'Let's figure this out and make it better.'
Preferred
You've supported or managed support for a hardware or connected-device product
You've helped build a support function in an early-stage startup
You remember your childhood landline number (or at least the color of the phone)
Benefits
Mission with meaning: You’ll help families create healthier, more human relationships with technology.
Real ownership: Your decisions will directly shape how customers experience Tin Can.
Early-stage impact: We’re small, scrappy, and building the foundation the right way.
Creative freedom: If you see a better way to do something, you’ll have the space to try it.
A team that cares: We’re kind, collaborative, and genuinely excited about what we’re building.
Company
Tin Can
Tin Can is a screen-free phone designed for kids that allows them to call only approved contacts without the need for a smartphone.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
$17.75MKey Investors
GreylockPSL Ventures
2025-12-18Seed· $12M
2025-09-15Seed· $3.5M
2022-09-13Pre Seed· $2.25M
Recent News
2026-01-22
Company data provided by crunchbase