Robotics Customer Service Intern

Robotics Customer Service Intern

We're looking for a Robotics Customer Service 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 in charge of innovating and designing a great customer service experience in an AI-first world. This internship is designed as a path to full-time employment; candidates must be able to convert to full-time if the internship goes well (no break).

What You'll Do

Own the entire customer service experience end-to-endfrom first response to resolutionescalating complex issues to the right teams, keeping customers updated, and driving follow-up until closure.

Ensure every customer issue is acknowledged and fully resolvedno 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. Your teammates should rely on you for your thorough and detailed knowledge of how everything works.

Stay up to date on product features and updates to provide customers with accurate information.

Consolidate, slice and dice, and analyze customer issue data to uncover trends, recurring issues, and areas for improvement, and share actionable feedback with the team. Be the voice of the customer to advocate for bug fixes, process improvements, and feature enhancements.

Present findings to the entire engineering team and the Matic team as a whole. Keep Matic's founders and core leadership updated with daily, weekly, and monthly trends and insights.

The best customer service is no customer service because customers are not having any issues at all. How do we get there? What feedback needs to be delivered to the engineering team to get there?

The second-best customer service is just-in-time help and self-service. Create videos, quick-start guides, widgets, FAQs, and a knowledge base (articles, videos, tutorials) to empower customers to self-serve when possible.

Design and create processes / workflows that result in fast, efficient, and simple resolution of issues where everyone is on the same page.

Innovate and build scalable systems for customer support as the customer count increases from thousands to tens of thousands and beyond.

What We Look For

Bachelor's degree required (technical or analytical field preferred).

Ability and desire to convert to full-time immediately if the internship goes well (no break).

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, detailsextreme attention to every single issue a customer faces and how to resolve it.

Analytical mindsetyou 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 skillsyou translate complex technical concepts into clear, actionable guidance that empowers customers, engineers, and users of Matic.

We'd Love To Hear From You If

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.