Robotics Customer Success Intern

Matic•Menlo Park, CA

3d•$25 - $35

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

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