Robotics Customer Success Specialist

About the Company

Matic is on a mission to recapture lost time by revolutionizing home robotics. Their first product is a floor cleaning robot featuring real-time 3D mapping, adaptive path-tracking, and spatial AI that processes data on-device to ensure privacy.

Responsibilities

• Drive end-to-end customer success including onboarding, activation, engagement, and retention
• Manage the support queue by answering tickets and handling escalations
• Translate customer feedback and patterns into actionable insights for Product, Engineering, and Marketing teams
• Build and scale support operations, including SLAs, knowledge bases, and FAQ libraries
• Develop and deploy AI tools and agents to improve response times and support quality
• Track key metrics such as retention, NPS, and activation rates
• Build referral and advocacy programs to drive organic growth

Requirements

• 3+ years of experience in customer success or customer experience, ideally in high-growth startups or consumer hardware/DTC
• Experience building systems and processes in fast-scaling environments
• Strong analytical skills with ability to pull data and build dashboards
• Excellent written and verbal communication skills
• Technical curiosity to understand complex hardware, software, and AI products
• Bachelor's degree required

Preferred Qualifications

• Technical or analytical background
• Experience scaling customer programs from thousands to hundreds of thousands of users