Customer Advocate

Description Join Our Mission at Sensi.AI 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. About the Role 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. Key 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 Requirements What We’re Looking For 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 Great to Have 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 Why Join Sensi Be part of a mission-driven company making a real difference in people’s lives Join a fast-moving startup where your work has direct impact Work with a collaborative team that values ownership, empathy, and action Grow your career in an environment where strong performers can expand quickly Sensi celebrates diversity and upholds equal opportunity in our hiring practices. Our approach fosters an inclusive environment that sparks innovation and reflects the vibrant communities we serve. All persons shall have the opportunity to be considered for employment without regard to any characteristic protected by applicable federal, state, or local laws and ordinances.