Matic
home robotics
CustomerSupportIntern
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“Customer Support Intern at Matic. Skills: Customer support, Problem-solving, Technical troubleshooting, Communication. Support customers end-to-end—from first response to resolution—escalating 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 resolved—no missed responses, no open threads left behind, no customer feeling dissatisfied”
What You'll Achieve.
Deliver a three-Michelin-star exceptional customer experience to every single Matic customer; Be the voice of the customer to advocate for bug fixes, process improvements, and feature enhancements
Industry & Context.
Analytical mindset—you connect the dots, see patterns, ask the right questions, and dig to the root cause so issues don’t recur; A knack for solving complex customer problems creatively
What They're Looking For.
Must Have
Available to work weekends
Nice to Have
Genuinely care about customers and are motivated to help them, Passionate about making an impact in customers’ lives through an amazing service experience with Matic, Love diagnosing complex technical issues, constantly learning, and thriving beyond your comfort zone, Excited to do life’s work
What You'll Do.
Support customers end-to-end—from first response to resolution—escalating 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 resolved—no missed responses
no open threads left behind
no customer feeling dissatisfied
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
Ensure that tickets are accurately tagged to enable the gathering of meaningful insights
How You'll Work.
Team & Collaboration
Collaborate with operations, product, and engineering teams, guiding customers through solutions or coordinating repairs/replacements; Be comfortable talking to the entire Matic team and building relationships
Communication Scope
Excellent communication and writing skills—you translate complex technical concepts into clear, actionable guidance that empowers customers, engineers, and users of Matic
Full 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 We’re 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. You’ll 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 +
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