Customer Advocate

Sensi.AI•Austin, TX

5h•Hybrid

About The Position

At Sensi.AI, we are dedicated to creating a world where every older adult receives the care they truly deserve. Guided by compassion and driven by innovation, we are redefining the future of caregiving. Our technology helps monitor seniors’ wellbeing in their homes 24/7, delivering emergency alerts, actionable insights, and predictive analysis that enable more proactive and effective care. If you are passionate about helping people, thrive in fast-paced environments, and want to make a meaningful impact at a mission-driven startup, we would love to meet you. As a Customer Advocate at Sensi, you will be on the front lines of the customer experience. You will support clients across phone, email, and chat, helping answer questions, resolve issues, and ensure every interaction leaves customers feeling heard, supported, and confident in our team. This role is ideal for someone with a great attitude, strong communication skills, and a true customer-first mindset. We are looking for someone who is proactive, dependable, calm under pressure, and not afraid to go above and beyond for customers and teammates. This is a startup environment, so success in this role requires energy, adaptability, and a willingness to jump in wherever needed. This role is based in Austin, TX, with a hybrid work setup that combines in-office collaboration with remote flexibility.

Requirements

2+ years of experience in a customer-facing role, such as customer support, customer service, hospitality, call center, account coordination, or a similar environment
Excellent verbal and written communication skills in English
Strong phone presence and confidence speaking with customers in real time
Proven ability to manage challenging conversations with professionalism, empathy, and composure
A positive, can-do attitude and a genuine desire to help people
Highly organized and able to manage multiple conversations and tasks across calls, emails, and chat
A self-starter who takes initiative, follows through, and is comfortable working independently
Comfortable in a fast-paced startup environment where priorities can shift quickly
Able to learn new tools, systems, and product knowledge quickly
Strong attention to detail and clear documentation habits

Nice To Haves

Experience in a startup or other high-growth environment
Experience with tools such as HubSpot, Intercom, Jira, or similar platforms
Experience in high-volume phone-based support or customer service roles
Experience supporting healthcare, seniors, families, or care-related environments
Familiarity with basic troubleshooting for apps, devices, routers, or Wi-Fi environments

Responsibilities

Deliver an outstanding customer experience across phone, email, and chat, bringing warmth, professionalism, and urgency to every interaction
Serve as the first point of contact for customer questions, issues, and support requests
Manage customer conversations with empathy, confidence, and clarity, including handling difficult or high-pressure situations professionally
Take ownership of customer issues from intake through resolution, ensuring timely follow-up and consistent communication throughout
Help customers navigate product questions and basic troubleshooting in a way that is simple and easy to understand
Escalate issues appropriately to internal teams when needed, while maintaining ownership of the customer experience
Partner closely with Support, Product, Engineering, Customer Success, and Operations to help resolve issues quickly and effectively
Document customer interactions, key details, and resolutions clearly in our systems
Identify recurring customer pain points or trends and surface insights that can improve our processes and overall customer experience
Contribute to internal resources such as help content, macros, and FAQs as the team continues to grow
Show up with a team-first mindset and a willingness to do more than what is written in the job description when the business needs it