Head of Customer Support Operations

Role overview

Sensi.AI is a fast-growing company applying agentic AI to reshape home care. The business is building a global, collaborative team and offers a flexible hybrid setup. This position is for a senior support operations leader who can help expand the next phase of the support function and create a more proactive, insight-driven operating model.

The role focuses on the systems that make Support effective at scale: reporting, voice-of-customer programs, escalation structure, cross-functional operating rhythms, process design, AI and tooling adoption, and operational projects that improve visibility, consistency, and outcomes for customers. You will work with the Support Manager and collaborate with Product, R&D, Customer Success, Implementation, Operations, and leadership to surface trends, address root causes, and reduce repeat issues.

This is not a ticket-handling role. It is a senior operations role for someone who can step back, connect support data to business impact, and build durable processes while staying close to the customer experience. The job is based in Austin, TX, and requires three in-office days each week.

Responsibilities

• Create executive-level dashboards and reports that clearly show support health, SLA performance, CSAT, trends, risks, recurring problems, and customer impact.
• Run voice-of-customer initiatives that convert support cases, feedback, escalations, and repeated issues into practical insights for Product, R&D, Customer Success, Implementation, and Operations.
• Lead cross-functional and operational projects from problem diagnosis through rollout, including defining scope, owners, timelines, implementation plans, adoption tracking, and measurable results.
• Strengthen scalable processes across SLAs, prioritization, ticket tagging, QA, knowledge management, customer messaging, and handoffs between teams.
• Own the support operating rhythm, including performance reviews, escalation reviews, root-cause analysis, feedback loops, leadership updates, and ongoing improvement cycles.
• Act as the senior point of ownership for major escalations and high-impact incidents, ensuring urgency, clear communication, executive readiness, alignment, and accountability for resolution.
• Assess and improve AI-driven support tools, automation, self-service content, and knowledge systems that raise customer experience and team capacity without reducing quality or judgment.
• Partner with the Support Manager to help the team scale through better structure, clarity, accountability, coaching, and proactive problem-solving.
• Help evolve Support into a strategic customer intelligence function that helps Sensi.AI scale more intelligently rather than only responding faster.

Requirements

• Background in support operations leadership, with experience scaling support processes, reporting, operating cadences, and customer-facing systems in a fast-paced B2B setting.
• Strong project and operations management skills, with the ability to turn complex priorities into clear plans, owners, timelines, milestones, launch plans, and measurable outcomes.
• Analytical mindset with the ability to find patterns in data, distinguish symptoms from root causes, prioritize actions, and explain insights clearly to leadership.
• Experience building voice-of-customer programs that transform support interactions, escalations, and feedback into structured input for product, process, customer education, and operational improvements.
• Ability to collaborate effectively with Product, R&D, Customer Success, Implementation, Operations, and leadership to resolve issues and prevent repeat friction.
• Strong executive communication skills for simplifying complex problems, leading high-stakes escalations, and communicating effectively with internal leaders and customer stakeholders.
• Systems-thinking approach that identifies process gaps, tooling opportunities, and repeat issues as opportunities to build scalable solutions.
• Interest in AI, automation, knowledge management, self-service, and proactive customer operations.
• Builder mindset with a practical, hands-on approach to improving and scaling a solid support foundation while adding structure, clarity, and accountability.
• Comfort working in a startup environment that moves quickly and requires ownership, urgency, customer focus, and operational discipline.

Additional information

Sensi.AI says it is committed to diversity and equal opportunity in hiring. The company states that all applicants must be considered without regard to any characteristic protected by applicable federal, state, or local laws and ordinances.