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 Customer Support 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 support the innovation and design of a great customer service experience in an AI-first world.

This is designed to be a three-month internship starting in the new year and is well-suited for anyone early in their career hoping to hone their customer support problem-solving technical troubleshooting and communication skills.

What youll do

• Support customers 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 assigned to you 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.
  

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

• Be the voice of the customer to advocate for bug fixes process improvements and feature enhancements.
  

• Ensure that tickets are accurately tagged in our CRM to enable the gathering of meaningful insights.
  

What we look for

• Bachelors degree required.
  

• 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