Support Manager

At Tin Can, we’re working to give kids the social independence we had growing up - without smart phones. We’ve built a modern remix of the classic home phone, running on a private network with safety-first features, thoughtful design, and a few delightful surprises along the way.

As we scale to hundreds of thousands of households, customer experience isn’t just a function - it’s a core part of our product. We’re looking for a Support Manager to lead, coach, and evolve our growing support team while ensuring every interaction feels human, calm, and confidence-building for families.

As Support Manager, you’ll own the day-to-day health and long-term evolution of Tin Can’s support operation. You’ll be a player-coach in a small but mighty team of Customer Experience Specialists and Customer Experience Engineers - balancing frontline empathy with technical rigor, speed with quality, and metrics with heart.

This role sits at the intersection of people leadership, operational excellence, and cross-functional collaboration. You’ll make sure customers are getting thoughtful, timely help and that the systems behind the scenes are scalable, documented, and improving every week.

You’ll report to the Head of Operations and work closely with Product and Engineering.

• 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.
  

Be the Voice of the Customer

• 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.
  

We’re looking for a people-first leader who’s comfortable in the weeds and excited to build on a solid foundation.

You might be a great fit if you have:

• 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.”
  

• 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).
  

• 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.