Robotics Customer Success Specialist

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.

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.

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.

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.

Matic is approaching 10000 customers and scaling fast. Were looking for a Robotics Customer Success Specialist to help with our post-purchase customer journey and take our Customer Success function to world-class.

This is a hands-on role. Youll be in the weeds with customers every day: running onboarding answering tickets handling escalations analyzing churn signals and closely collaborating with the team. Youll also be building 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.

This is a startup. Ownership is high roles are fluid and the best ideas win regardless of where they come from. If customers win the team wins and if the team wins each individual wins. Youll be collaborating with Engineering Product and Customer Operations to make Matics customer experience the reason people tell their friends about us.

We believe 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 theyre asked. Youll build both: proactive systems that eliminate friction and a white-glove experience for the moments that matter most.

What youll do:

• Deliver a Three-Michelin-Star Customer Experience

  • Help drive Customer Success end-to-end: onboarding activation engagement retention loyalty and advocacy. Every touchpoint every interaction.

  • Work alongside a growing team across customer success and support. Set the bar hold the standard and make sure every customer feels like a million dollars.

  • Be in the queue yourself. Answering tickets isnt just part of the job its the most important part. Direct customer conversations are where you learn whats actually happening whats breaking and whats delighting. You cant lead what you dont feel firsthand.

  • Because youre personally up close to the customer youll see patterns that no dashboard can surface. Bring those insights to Product Engineering and Marketing and make sure they lead to action.

  Deepen Customer Relationships and Drive Growth

  • Build deep personal relationships with customers. Understand their evolving needs and proactively drive product adoption and long-term loyalty.

  • Track and act on the metrics that matter: retention NPS activation rates. Spot signals early and move on them before they become problems.

  • Build referral and advocacy programs that turn happy customers into Matics most powerful growth channel.

  Elevate Support Operations

  • Build a high-performing support function with clear SLAs fast resolution times and an experience that makes every customer who reaches out feel like theyre our only 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.

  • Analyze customer issue data obsessively. Surface trends identify root causes and push fixes upstream so the same issue never hits a second customer.

  • Serve as the critical bridge between the engineering team and field data such as hardware and software issues product performance and customer feedback.

  • Work with Marketing to build onboarding content FAQ libraries how-to videos and a knowledge base that empowers customers to help themselves.

  • 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:

• 3 years of experience in customer success or customer experience ideally at a high-growth startup or consumer hardware/DTC company.

• Youve operated in fast-scaling environments where you had to build systems and processes while simultaneously serving customers. Youre comfortable with speed and ambiguity.

• Strong analytical chops. Youre comfortable pulling data building dashboards tracking cohort retention curves and making decisions based on what the numbers say.

• Excellent written and verbal communication. You can write a crisp customer email coach a junior teammate and share a retention insight with the engineering team.

• Deep empathy for customers paired with a bias toward action. You dont just feel for the customer. You fix the problem then fix the system that caused it.

• Technical curiosity. You dont 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.

• Bachelors degree required. Technical or analytical background preferred.

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 dont matter.

• Ownership and follow-through. You dont 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.

Wed love to hear from you if...

• Youre 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.

• Youve scaled customer programs at a startup and you know the difference between what works at 1000 customers and what works at 100000.

• You get fired up about consumer robotics and the idea of putting an extraordinary product into peoples homes.

• Youre excited to do your lifes work.
  
  

  Compensation:

  Base: $80000 - $120000 per annum.
  
  Actual compensation will depend on skills experience and qualifications. Base Salary is one part of the total compensation package. The role is also eligible for equity through the companys discretionary equity program along with a comprehensive benefits package that includes medical dental and vision coverage and a 401(k) plan.

Required Experience:

IC