Job Description

About The Role

At Matic, our goal is to save people time and energy through automation. Individuals spend, on average, 10+ hours weekly doing mundane tasks in their homes. We are using Level 5 Autonomy and Mobility to reimagine home devices in order to give people this time back. We build and ship great products that solve real problems for real people. Our mission-driven team values learning and curiosity in a high-ownership culture.

We're looking for a thoughtful, proactive Customer Success Specialist who's passionate about helping people and improving the customer experience at every touchpoint. In this role, you'll be the voice of Matic to our customers, ensuring they feel heard, supported, and confident using our products. You'll work closely with our product, engineering, and marketing teams to resolve issues, share insights, and shape how we support customers as we grow.

What You'll Do:

• Serve as the primary point of contact for all customer inquiries via email and other channels, providing clear, timely, and friendly support.

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

• Collaborate with product, engineering, and marketing teams to troubleshoot issues and advocate for customer needs.

• Track and report on key support metrics, including response times, resolution rates, and customer satisfaction scores.

• 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.

• Contribute to broader customer experience efforts, ensuring support insights inform product improvements and overall journey mapping.

• 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.

• Experience working with support platforms (like HubSpot) is a plus.

• Analytical mindset and the ability to work with data to inform decisions.

• 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 a 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.

Our Team

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 our precious time and energy.

At Matic, we're eager to take risks and test convention. We love diving headfirst into hard problems even if it means some failures along the way. We work smart, hard, and long (in that order), chasing innovation and human impact. We highly value individual ownership and take meticulous pride in the work we do, knowing our efforts affect both one another and our customers.

Those who value curiosity and learning and who don't shy away from hard problems thrive at Matic. If you are genuinely committed to innovation and improving the lives of others, we'd love to hear from you.

Apply

If you're feeling excited about this opportunity at Matic, then apply, even if you don't feel that you meet every single requirement. We're eager to meet people who are keen to learn and are passionate about what Matic is building. We want to hear how you can contribute to our team in a variety of ways not just the above boxes.

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