Customer Support Specialist

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.

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.

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.

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.

We’re looking for a hands-on Customer Support Specialist to join our team and help deliver an exceptional experience to every Matic customer. You’ll be the first point of contact for customer questions and issues, and you’ll own each case from start to finish — diagnosing problems, coordinating solutions, and ensuring every customer feels heard and supported. You’ll be troubleshooting real robots, collaborating with engineers, and helping us spot patterns that improve our product and processes.

What you’ll do:

• Respond to customer inquiries with speed, clarity, and empathy via email, chat, and occasionally phone or video.

• Ensure every customer issue is acknowledged and fully resolved — no missed responses, no open threads left behind.

• Collaborate with product and engineering teams, guiding customers through solutions or coordinating repairs/replacements.

• Own tickets end-to-end, from first response to confirmed resolution — while keeping customers updated.

• Analyze support data to uncover trends, recurring issues, and areas for improvement, and share actionable feedback with the team.

• Maintain and improve support resources, such as FAQs and knowledge base, to empower customers to self-serve when possible.

• Refine and own support processes and workflows to make the experience as smooth and efficient as possible.

• Help build scalable systems for support as we grow from 1,000 shipments to 10,000 and beyond.

What we look for:

• A knack for problem-solving and a proactive mindset.

• Comfort working cross-functionally with technical and non-technical teams.

• Comfortable using support and ticketing tools like HubSpot or similar platforms.

• Highly organized and detail-oriented, with a bias toward action and follow-through.

• At least 2 years of experience in a customer support or success role, ideally at a startup or in a fast-paced environment.

• Comfort with fast-paced, startup atmosphere - you don’t shy away from the hard work

• High level of maturity, ownership, and pride in your work

We'd love to hear from you if...

• You are genuinely motivated to help those around you

• You are passionate about learning outside of your normal comfort zone

• You love diagnosing complex technical issues

• You are excited to do great work