Company Overview

Each year 2.5 trillion hours are spent on household chores. At Matic were on a mission to recapture that lost time and were doing it by revolutionizing home robotics.

Our first product also called Matic is a Wall-E-esque floor cleaning robot. Weve 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. Were ultra-hardworking people committed to solving tough problems that save precious time and energy.

About the role

Were looking for a Robotics Customer Service Intern with an analytical innovative and customer-centric mindset. You will be responsible for delivering a three-Michelin-star exceptional customer experience to every single Matic customer. Youll be the first point of contact for customer questions bugs feature requests and issues. You will own the entire experience from the first email or customer ticket to resolution. This means diagnosing problems collaborating with a cross-functional team to find solutions resolving them and thinking through how to prevent these problems in the future for all customers. You must understand Matic robot products inside and out from a hardware software algorithms app perspective. Youll be troubleshooting real robots collaborating with engineers and helping us spot patterns that improve our product and processes. You will be the voice of the customer and in charge of innovating and designing a great customer service experience in an AI-first world.
This internship is designed as a path to full-time employment; candidates must be able to convert to full-time if the internship goes well (no break).

What youll do

• Own the entire customer service experience end-to-endfrom first response to resolutionescalating complex issues to the right teams keeping customers updated and driving follow-up until closure.
  

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

• Collaborate with operations product and engineering teams guiding customers through solutions or coordinating repairs/replacements.
  

• Learn the product details of the Matic robot inside and out. Your teammates should rely on you for your thorough and detailed knowledge of how everything works.
  

• Stay up to date on product features and updates to provide customers with accurate information.
  

• Consolidate slice and dice and analyze customer issue data to uncover trends recurring issues and areas for improvement and share actionable feedback with the team. Be the voice of the customer to advocate for bug fixes process improvements and feature enhancements.
  

• Present findings to the entire engineering team and the Matic team as a whole. Keep Matics founders and core leadership updated with daily weekly and monthly trends and insights.
  

• The best customer service is no customer service because customers are not having any issues at all. How do we get there What feedback needs to be delivered to the engineering team to get there
  

• The second-best customer service is just-in-time help and self-service. Create videos quick-start guides widgets FAQs and a knowledge base (articles videos tutorials) to empower customers to self-serve when possible.
  

• Design and create processes/workflows that result in fast efficient and simple resolution of issues where everyone is on the same page.
  

• Innovate and build scalable systems for customer support as the customer count increases from thousands to tens of thousands and beyond.
  

What we look for

• Bachelors degree required (technical or analytical field preferred).
  

• Ability and desire to convert to full-time immediately if the internship goes well (no break).
  

• Customer empathy and an obsession with making them feel like a million dollars. At Matic our philosophy is that if customers win the team wins and if the team wins each individual wins.
  

• Details details detailsextreme attention to every single issue a customer faces and how to resolve it.
  

• Analytical mindsetyou connect the dots see patterns ask the right questions and dig to the root cause so issues dont recur.
  

• A knack for solving complex customer problems creatively.
  

• Ownership drive and a willingness to do whatever it takes.
  

• Bias toward action follow-through and a proactive approach. Be comfortable talking to the entire Matic team and building relationships.
  

• Excellent communication and writing skillsyou translate complex technical concepts into clear actionable guidance that empowers customers engineers and users of Matic.
  

Wed love to hear from you if

• You genuinely care about customers and are motivated to help them.
  

• You are passionate about making an impact in customers lives through an amazing service experience with Matic.
  

• You love diagnosing complex technical issues constantly learning and thriving beyond your comfort zone.
  

• You are excited to do lifes work.

Required Experience:

Intern