Robotics Customer Success Intern

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 Matic is building the next generation of consumer home robotics. Small team, high ownership, moving fast. We're looking for a Robotics Customer Success Intern to own ticket resolution end-to-end. This is a hands-on role. You'll be in the weeds with customers every day: running onboarding, answering tickets, and closely collaborating with Engineering, Product, and Marketing teams. You'll help build 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. We believe that 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 they're asked. You'll build both: proactive systems that eliminate friction, and a white-glove experience for the moments that matter most. What you’ll do: Deliver a Three-Michelin-Star Customer Experience - Own tickets end-to-end. First response to resolution. No missed replies, no open threads, no customer left hanging. - Diagnose bugs, walk customers through fixes, and coordinate repairs or replacements when needed. - Escalate the hard ones to Engineering, Product, or Ops, and drive them to closure. - Analyze customer issue data obsessively. Spot patterns across tickets. Surface recurring issues, root causes, and product gaps to the team so the same problem doesn't hit a second 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. - 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: - Deep customer empathy paired with a bias toward action. You care about the customer, and you move fast to resolve the issue. - Technical curiosity. You don't 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. - Bachelor's degree completed or in progress. Technical or analytical background preferred. - This role can be a path to full-time for the right candidate, based on performance and team needs. 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 don't matter. - Ownership and follow-through. You don't 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. We'd love to hear from you if... - You're 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. - You get fired up about consumer robotics and the idea of putting an extraordinary product into people's homes. - You're excited to do your life's work. REQUIREMENTS - Weekend availability. We support our customers seven days a week, so the team rotates weekend coverage. You won't work every weekend, but you'll take your turn.   COMPENSATION: Base: $25- $35/hour. Actual Compensation will depend on skills, experience, and qualifications.