Matic

Matic

Robotics Customer Success Specialist

Menlo Park, CA

Sponsorship not specified$80k-$120kDetected 37 days ago
AlgorithmsLogisticsCustomer SuccessCustomer SupportRobotics

About the role

  • Matic is approaching 10,000 customers and scaling fast.
  • We're looking for a Robotics Customer Success Specialist to help with our post-purchase customer journey and take our Customer Success function to world-class.
  • You'll be in the weeds with customers every day: running onboarding, answering tickets, handling escalations, analyzing churn signals, and closely collaborating with the team.

Responsibilities

  • Deliver a Three-Michelin-Star Customer Experience
  • Help drive Customer Success end-to-end: onboarding, activation, engagement, retention, loyalty, and advocacy. Every touchpoint, every interaction.
  • Work alongside a growing team across customer success and support. Set the bar, hold the standard, and make sure every customer feels like a million dollars.
  • Because you're personally up close to the customer, you'll see patterns that no dashboard can surface. Bring those insights to Product, Engineering, and Marketing and make sure they lead to action.
  • Deepen Customer Relationships and Drive Growth
  • Elevate Support Operations
  • Build a high-performing support function with clear SLAs, fast resolution times, and an experience that makes every customer who reaches out feel like they're our only 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.

Nice to have

  • 3+ years of experience in customer success or customer experience, ideally at a high-growth startup or consumer hardware/DTC company.
  • You're comfortable with speed and ambiguity.
  • Strong analytical chops.
  • Excellent written and verbal communication.
  • You can write a crisp customer email, coach a junior teammate, and share a retention insight with the engineering team.
  • You don't just feel for the customer.
  • You fix the problem, then fix the system that caused it.
  • Technical curiosity.

Compensation

  • Base: $80,000 - $120,000 per annum.
  • Actual compensation will depend on skills, experience and qualifications.
  • Base Salary is one part of the total compensation package.

Benefits

  • The role is also eligible for equity through the company's discretionary equity program, along with a comprehensive benefits package that includes medical, dental and vision coverage and a 401(k) plan.

Company info

  • Customer obsession. Every interaction, every email, every call, every unboxing, should feel like the customer is the most important person in the world. Because to us, they are.
  • Details, details, details. The difference between good and exceptional lives in the details. You catch what others miss and you care about things other people think don't matter.
  • Ownership and follow-through. You don't wait to be told. You see the gap, you fill the gap, and you make sure it stays filled. No ball gets dropped.
  • Analytical rigor. You back up intuition with data. You measure what matters, you know what good looks like, and you hold yourself and your team to it.
  • 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've scaled customer programs at a startup and you know the difference between what works at 1,000 customers and what works at 100,000.
  • 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.
  • Matic is approaching 10,000 customers and scaling fast. We're looking for a Robotics Customer Success Specialist to help with our post-purchase customer journey and take our Customer Success function to world-class.
  • If customers win, the team wins, and if the team wins, each individual wins.
  • We believe the best customer service is no customer service, a product so intuitive and reliable that customers never need to reach out.
  • Matic is a tight-knit and collaborative team, singularly focused on building products our customers will cherish.
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This listing is sourced directly from Matic's careers page and normalized into a canonical job model.