Robotics Operations Interns, Matic
4-5 days a week in office (Mountain View, CA)
Building fully autonomous home robots
Be an early applicant
Building fully autonomous home robots
21-100 employees
Be an early applicant
4-5 days a week in office (Mountain View, CA)
21-100 employees
Company mission
To build robots that save people time and energy.
Role
Who you are
- The ideal candidate will have a keen interest in working in a fast-paced and dynamic environment, organizing and setting up processes and logistics so that not a single detail is missed, and a passion for turning the first 1000 customers into our evangelists
- If you’re passionate about great design and obsessed with getting the details right, we’d love to talk to you about how you can work with us to help bring pioneering innovation in home robotics to consumers
- Bachelor's degree; MBA a plus
- 1+ years' experience in a Product Ops role (startup preferred)
- User-centric, empathetic communication, and a 'get it done' mentality
- Comfort with fast-paced, startup atmosphere, you don’t shy away from the hard work
- Risk-taking, a propensity for learning, and no fear of failure
- You love the details and making sure every detail is perfect
- You are genuinely motivated to help those around you
- You are passionate about learning outside of your normal comfort zones
- You love diagnosing complex technical issues
- You love to question the status quo and solve problems from first principles
- You are excited to do your life's work
What the job involves
- As a Product & Customer Ops Intern, you’ll participate in the product launch as Matic scales from 100 customers to 1000s
- The role is based out of our HQ in Mountain View, California
- The job will require interacting with a cross-functional team, answering customers' questions, triaging customer issues, and making sure that we exceed the expectations of each customer
- You will work closely with team members from our hardware, software, product, and marketing teams
- Matic’s product team is obsessed with building robots/products that customers love
- Own the entire product operations pipeline from the moment the customer places an order to shipping products to onboarding to the successful resolution of all customers' inquiries and issues related to the product
- Serve as the primary point of contact for all customer inquiries via email and other communication channels
- Champion the product and customer experience within the company, sharing insights from customer interactions with the product to help improve it. Ensure that customer communications align with the brand’s voice and values, creating moments of delight at every interaction
- Collaborate closely with product, engineering, and marketing teams to resolve customer issues and continually improve support processes
- Track and analyze customer support and related product metrics (response times, issue resolution rates, customer satisfaction scores, priority issues, priority bugs, and most demanded new features) to identify areas for improvement and provide actionable insights
- Analyze customer support data to uncover trends, recurring issues, and areas for improvement across touchpoints and product
- Track and analyze customer support metrics (response times, issue resolution rates, customer satisfaction scores) to identify areas for improvement and provide actionable insights
- Set up and own the logistics process from the shipment of products, accessories, returns, upgrades, etc
- Own the customer onboarding process, constantly looking for ways to enhance the experience. This could include updating FAQs, creating tutorial videos, and refining HubSpot workflows to ensure customers have what they need to succeed from the start
- Gather and analyze feedback from beta testers and new customers, using their input to refine the onboarding experience, reduce friction, and address common issues
- Oversee order fulfillment, ensuring smooth coordination of shipments, managing returns, and ensuring timely delivery of accessories and product replacements
- Develop and implement procedures to streamline the return and replacement process, ensuring a seamless customer experience while minimizing delays and errors
- Help drive the development of scalable systems for order fulfillment, returns, and customer support as we grow from 50 shipments to 500, 1,000, and beyond
- Support the transition to Shopify, ensuring all processes related to orders, payments, and customer logistics run smoothly during the migration
- Use data and analytics to identify bottlenecks or inefficiencies, working with the team to implement solutions that support our rapid growth
- Own all customer inquiries, support and delight customers through a deep understanding of product, empathy, and care
- Turn each customer into a Matic evangelist
Our take
Matic, formerly known as Matician, addresses the challenge of precise indoor navigation for robots in home environments. Recognizing the absence of 3D maps for accurate navigation within homes, the company focuses on developing robots that can efficiently clean and navigate living spaces.
In terms of technology, Matic relies on camera-based AI for mapping and navigation, with a claimed precision of 12.5 centimeters. Matic's robot vacuum not only recognizes voice commands and gestures but also prioritizes cleaning areas based on factors like time of day, nearby rooms, and furniture.
Recently closing a significant funding round, Matic aims to utilize the capital to support the expansion and further development of its technology. With a focus on keeping overhead reasonable and maintaining a modest team, Matic's founders express confidence in the success of its robot vacuum and are already planning a "next set" of robotics products, demonstrating an optimistic outlook on the future of the company in the competitive landscape of home robotics.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Mountain View, CA
Articles
Leadership
Mehul Nariyawala
(Co-founder)Previously co-founded Flutter. Experience in Product Management for Nest, Google Research, and Google Commerce Operations, and as Vice President of Business Development for Like.com.
Navneet Dalal
(Co-founder & CEO)Previously co-founded and acted as CEO for Flutter. Experience as a Research Scientist for Google, Senior Researcher for Like.com, and Engineer for Eyesmax Software and RiverRun Softwares Pvt.
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