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 and willing to work on-site to be considered. This role requires flexibility where 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.