Customer Support Intern

Matic • Mountain View, CA

26d

About The Position

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 + app perspective. You’ll 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, and is well-suited for anyone early in their career hoping to hone their customer support, problem-solving, technical troubleshooting, and communication skills.

Requirements

• Bachelor’s 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, details—extreme attention to every single issue a customer faces and how to resolve it.
• 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.
• 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 skills—you translate complex technical concepts into clear, actionable guidance that empowers customers, engineers, and users of Matic.

Nice To Haves

• 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 life’s work.

Responsibilities

• 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.
• 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 This Job Offers

• Career Level: Intern
• Number of Employees: 51-100 employees