Matic is looking to solve the problem of customers experiencing issues with their home robotics products by providing exceptional customer service, diagnosing problems, and using customer feedback to improve the product and processes.
Requirements
- Understand Matic robot products inside and out from a hardware + software + algorithms + app perspective.
- Learn the product details of the Matic robot inside and out.
- 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.
- Innovate and build scalable systems for customer support as the customer count increases from thousands to tens of thousands and beyond.
- You love diagnosing complex technical issues, constantly learning, and thriving beyond your comfort zone.
Responsibilities
- 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.
- Troubleshooting real robots, collaborating with engineers, and helping us spot patterns that improve our product and processes.
- 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.
- 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.
- 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.
Other
- Analytical, innovative, and customer-centric mindset.
- 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.
- Ability and desire to convert to full-time immediately if the internship goes well (no break).
