Overview

Matic is bringing families out of the stone age of remarkably dumb disc home robots. Humanity spends 2.5 trillion hours annually on home chores worth $25 trillion in wasted economic value. We are on a mission to recapture this time and value with fully autonomous useful elegant and affordable Wall-E-esque home robots that families love and cannot fathom their lives without.

Our approach
In 2017 we observed 200 self-driving car startups and an equal number of industrial robotics startups but the home autonomy and robotics space had been dramatically overlooked. While AI is becoming more ubiquitous families are still stuck spending dozens of hours per week on repetitive household chores.

At Matic were leveraging advanced technology to address this problem. Weve started by reimagining our first product in fully autonomous floor-cleaning robots. Just like consumers adopted Cell Phones then PDAs then iPods and Blackberries before adopting the iPhone to replace all we believe that consumers will adopt single-purpose elegant and affordable robots that belong and become part of their homes first before we get one-robot-to-rule all chores.

Our goal is to continue automating other forms of household labor shipping useful affordable and privacy-first robots to our users that solve real problems while building iteratively toward more complex tasks and capabilities over time.

Privacy first

Our robots are also private by design with all the computes on the edge device. We believe that families shouldnt have to jeopardize their privacy just to get some help with the constant drudgery of home chores.

Who we are
We are a consumer robotics product company solving real customer problems. We start with a problem think of an elegant solution in the form of robots and conduct necessary research to build products that just work. We believe families want solutions to their problems and AI & robots enable us to solve them.

Who we are NOT
We are NOT a Robotics Foundation Model research lab a humanoid builder or a robotics software platform company. We build fully autonomous useful elegant and affordable Wall-E-esque robotic products that kids pets and families love!

About the role

At Matic our goal is to save people time and energy through automation. Individuals spend on average 10 hours weekly doing mundane tasks in their homes. We are using Level 5 Autonomy and Mobility to reimagine home devices in order to give people this time back. We build and ship great products that solve real problems for real people. Our mission-driven team values learning and curiosity in a high-ownership culture.

Were looking for a thoughtful proactive Customer Success Specialist whos passionate about helping people and improving the customer experience at every touchpoint. In this role youll be the voice of Matic to our customers ensuring they feel heard supported and confident using our products. Youll work closely with our product engineering and marketing teams to resolve issues share insights and shape how we support customers as we grow.

What youll do:

• Serve as the primary point of contact for all customer inquiries via email and other channels providing clear timely and friendly support.

• Ensure every customer issue is acknowledged and fully resolved no missed responses no open threads left behind.

• Collaborate with product engineering and marketing teams to troubleshoot issues and advocate for customer needs.

• Track and report on key support metrics including response times resolution rates and customer satisfaction scores.

• Analyze support data to uncover trends recurring issues and areas for improvement and share actionable feedback with the team.

• Maintain and improve support resources such as FAQs and knowledge base to empower customers to self-serve when possible.

• Refine and own support processes and workflows to make the experience as smooth and efficient as possible.

• Contribute to broader customer experience efforts ensuring support insights inform product improvements and overall journey mapping.

• Help build scalable systems for support as we grow from 1000 shipments to 10000 and beyond.

What we look for:

• A knack for problem-solving and a proactive mindset.

• Comfort working cross-functionally with technical and non-technical teams.

• Experience working with support platforms (like HubSpot) is a plus.

• Analytical mindset and the ability to work with data to inform decisions.

• At least 2 years of experience in a customer support or success role ideally at a startup or in a fast-paced environment.

• Comfort with fast-paced startup atmosphere - you dont shy away from the hard work

• High level of maturity ownership and pride in your work

Wed love to hear from you if...

• You are genuinely motivated to help those around you

• You are passionate about learning outside of your normal comfort zone

• You love diagnosing complex technical issues

• You are excited to do great work

Our team

Matic is a tight-knit and collaborative team singularly focused on building products our customers will cherish. Were ultra-hardworking people committed to solving tough problems that save our precious time and energy.

At Matic were eager to take risks and test convention. We love diving headfirst into hard problems even if it means some failures along the way. We work smart hard and long (in that order) chasing innovation and human impact. We highly value individual ownership and take meticulous pride in the work we do knowing our efforts affect both one another and our customers.

Those who value curiosity and learning and who dont shy away from hard problems thrive at Matic. If you are genuinely committed to innovation and improving the lives of others wed love to hear from you.

Apply

If youre feeling excited about this opportunity at Matic then apply even if you dont feel that you meet every single requirement. Were eager to meet people who are keen to learn and are passionate about what Matic is building. We want to hear how you can contribute to our team in a variety of ways not just the above boxes.

Required Experience:

Unclear Seniority