Robotics Customer Success Intern

Job description

# Company Overview Each year, 2.5 trillion hours are spent on household chores. At Matic, we’re on a mission to recapture that lost time, and we’re doing it by revolutionizing home robotics. Our first product, also called Matic, is a Wall-E-esque floor cleaning robot. We've built what amounts to "full self-driving in the home” with real-time 3D mapping, adaptive path-tracking, and a precise semantic understanding of the home. Our breakthroughs in spatial AI allow Matic to work reliably in real homes, using only RGB cameras and neural networks running on-device. ## Privacy First What happens in the home, stays in the home. Our robots are private by design, with all data processing performed by the robot itself, not in the cloud. ## Our Approach Before the iPhone, consumers adopted several distinct devices; cell phones, PDAs, and portable music players each served a particular need. We believe in a similar progression for home robotics, starting with single-purpose robots and building iteratively toward more complex capabilities over time. ## Our Culture Matic is a tight-knit and collaborative team, singularly focused on building products our customers will cherish. We're ultra-hardworking people committed to solving tough problems that save precious time and energy. # **About the role** Matic is building the next generation of consumer home robotics. Small team, high ownership, moving fast. We're looking for a Robotics Customer Success Intern to own ticket resolution end-to-end. This is a hands-on role. You'll be in the weeds with customers every day: running onboarding, answering tickets, and closely collaborating with Engineering, Product, and Marketing teams. You'll help build the systems, playbooks, and infrastructure that let us deliver a deeply personal experience to every single customer as we grow from ten thousand to a hundred thousand and beyond. We believe that the best customer service is no customer service, a product so intuitive and reliable that customers never need to reach out. The second-best is just-in-time, self-service help that anticipates questions before they're asked. You'll build both: proactive systems that eliminate friction, and a white-glove experience for the moments that matter most. **What you’ll do:** **Deliver a Three-Michelin-Star Customer Experience** - Own tickets end-to-end. First response to resolution. No missed replies, no open threads, no customer left hanging. - Diagnose bugs, walk customers through fixes, and coordinate repairs or replacements when needed. - Escalate the hard ones to Engineering, Product, or Ops, and drive them to closure. - Analyze customer issue data obsessively. Spot patterns across tickets. Surface recurring issues, root causes, and product gaps to the team so the same problem doesn't hit a second customer. - Develop deep product knowledge across hardware, software, algorithms, and the Matic app. Know the product inside and out: every component, every edge case, every workaround. - Develop and deploy AI tools such as skills and agents to improve response times and support quality, and build a feedback loop that results in continuous improvement of customer success processes **What we look for:** - Deep customer empathy paired with a bias toward action. You care about the customer, and you move fast to resolve the issue. - Technical curiosity. You don't need to be an engineer, but you need to understand how a complex hardware + software + AI product works well enough to troubleshoot, explain, and advocate intelligently. - Bachelor's degree completed or in progress. Technical or analytical background preferred. - This role can be a path to full-time for the right candidate, based on performance and team needs. **What we value:** - Customer obsession. Every interaction, every email, every call, every unboxing, should feel like the customer is the most important person in the world. Because to us, they are. - Details, details, details. The difference between good and exceptional lives in the details. You catch what others miss and you care about things other people think don't matter. - Ownership and follow-through. You don't wait to be told. You see the gap, you fill the gap, and you make sure it stays filled. No ball gets dropped. - Analytical rigor. You back up intuition with data. You measure what matters, you know what good looks like, and you hold yourself and your team to it. **We'd love to hear from you if...** - You're the kind of person who reads every customer review, the good ones and the bad ones, because you genuinely care about how people experience a product. - You love the challenge of diagnosing complex, cross-functional problems, the ones that span hardware, software, logistics, and human psychology. - You get fired up about consumer robotics and the idea of putting an extraordinary product into people's homes. - You're excited to do your life's work. ## **Requirements** - Weekend availability. We support our customers seven days a week, so the team rotates weekend coverage. You won't work every weekend, but you'll take your turn. ## **Compensation:** Base: $25- $35/hour. Actual Compensation will depend on skills, experience, and qualifications.