Customer Support Specialist - Robotics

What we’re doing isn’t easy. But nothing worth doing ever is.

We envision a future powered by robots that work seamlessly with human teams. We build the artificial intelligence that enables service robots to collaborate with people and adapt to dynamic human environments. Join our mission-driven, venture-backed team as we build out our customer-facing operations arm. 

The Customer Support Specialist (CSS) serves as the primary point of contact for all inbound and outbound calls from the Robot Operations Center (ROC). This role is laser-focused on delivering an exceptional customer experience, offering clear communication, timely support, and real-time updates to on-site clinical staff, nurses, and internal teams.

This position is based in our Austin, TX headquarters and candidates must be local to be considered. The available shift is Monday - Friday from 11pm -7am, some holidays and weekends may be required.

Key Responsibilities

• Answer all inbound calls to the ROC with professionalism and urgency
• Make outbound calls to units (e.g., pharmacy, lab) for task delay notifications and follow-ups
• Communicate real-time fleet capacity and robot status to clinical staff
• Assist with Moxi Resource Team outreach and documentation if in-person support is needed
• Document calls or actions taken directly in ticketing systems (e.g., JIRA) when applicable
• Work closely with Incident Commanders and Technical Support Specialists agents for full situational awareness
• Serve as a calm, reliable voice for Diligent’s clients during live robot operations

Success Metrics

• Call response and completion rate
• Timeliness of outbound delay calls based on ROC policy
• Ticket annotations linked to call activity (when applicable)
• Feedback from clinical staff or internal teams
• Contribution to faster resolution of escalated robot issues

Requirements

• Strong verbal communication and listening skills
• Confidence in phone-based customer service roles
• Familiarity with robotics operations preferred
• Ability to multitask in high-stakes, high-volume environments
• Detail-oriented with a strong sense of urgency and empathy

Benefits:

• Experience working with some of the leading experts in robotics
• Potential to radically change the future of healthcare 
• Be part of a team environment 
• Accrued Paid Time Off and Frontloaded Sick Time
• Insurance including medical, dental, and vision
• 401K
• Free parking

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color,  national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.