Head of Customer Support Operations (AI)

TL;DR

Head of Customer Support Operations (AI): Strengthening and scaling the support organization's operating system through data-driven reporting and AI-enabled tools with an accent on Voice of Customer programs and cross-functional escalation design. Focus on translating support insights into business impact, optimizing AI tooling adoption, and building scalable operational processes.

Location: Hybrid in Austin, TX (three days a week in the office required)

Company

Sensi.AI is a hyper-growth startup transforming home care through the use of agentic AI.

What you will do

• Build executive reporting and dashboards to track support health, SLAs, and CSAT.
• Lead Voice of Customer (VoC) programs to turn feedback and escalations into actionable product insights.
• Drive cross-functional operational projects from diagnosis through execution, including rollout and adoption tracking.
• Optimize AI-powered support tools, automation, and knowledge management systems.
• Serve as the senior owner for major customer escalations and high-impact incidents.
• Establish operating cadences including performance reviews, root-cause analysis, and leadership readouts.

Requirements

• Experience scaling support processes, reporting, and operating rhythms in a fast-moving B2B environment.
• Strong project management discipline with the ability to translate priorities into clear plans and measurable outcomes.
• Analytical approach to identifying patterns and communicating insights to leadership.
• Proven experience building Voice of Customer (VoC) programs.
• Ability to partner effectively with Product, R&D, Customer Success, and Leadership teams.
• Must be based in Austin, TX for a hybrid work setup (3 days/week in office).

Nice to have

• Excitement and experience with AI automation and self-service resources.
• Ability to thrive in fast-moving startup environments with a builder mindset.

Culture & Benefits

• Flexible hybrid work environment.
• Opportunity to make a significant impact on people's lives in a hyper-growth setting.
• Global, collaborative team culture.