Customer Support Specialist - Robotics

Diligent Robotics•Austin, TX

12h•Onsite

About The Position

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.

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

Nice To Haves

Familiarity with robotics operations preferred

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