Product & Customer Ops Associate

1 week ago

Mountain View, United States Matic Full time
Overview

Matic is bringing families out of the stone age of remarkably dumb disc home robots. Humanity spends ~2.5 trillion hours annually on home chores, worth $25 trillion in wasted economic value at $10/hour. We are on a mission to recapture this time and value with fully autonomous, useful, elegant, and affordable Wall-E-esque home robots that families love and cannot fathom their lives without.

Our approach
In 2017, we observed 200+ self-driving car startups and an equal number of industrial robotics startups, but the home autonomy and robotics space had been dramatically overlooked. While AI is becoming more ubiquitous, families are still stuck spending dozens of hours per week on repetitive household chores.

At Matic, we're leveraging advanced technology to address this problem. We've started by reimagining our first product in fully autonomous floor-cleaning robots. Just like consumers adopted Cell Phones, then PDAs, then iPods and Blackberries before adopting the iPhone to replace all, we believe that consumers will adopt single-purpose, elegant, and affordable robots that belong and become part of their homes first before we get one-robot-to-rule all chores.

Our goal is to continue automating other forms of household labor, shipping useful, affordable, and privacy-first robots to our users that solve real problems while building iteratively toward more complex tasks and capabilities over time.

Privacy first

Our robots are also private by design, with all the computes on the edge device. We believe that families shouldn't have to jeopardize their privacy just to get some help with the constant drudgery of home chores.

Who we are
We are a consumer robotics product companysolving real customer problems. We start with a problem, think of an elegant solution in the form of robots, and conduct necessary research to build products that just work. We believe families want solutions to their problems, and AI & robots enable us to solve them.

Who we are NOTWe are NOT a Robotics Foundation Model research lab, a humanoid builder, or a robotics software platform company. We build fully autonomous, useful, elegant, and affordable Wall-E-esque robotic products that kids, pets, and families love

About the role

We're looking for a Product Ops Associate to join us as we near the first production launch of our flagship product: a cleaning robot for consumer homes.

What you'll do

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.
Onboarding Improvement:
  • 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.
Customer Logistics & Order Fulfillment:
  • 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.
Process Optimization for Scaling:
  • 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.
Customer Success:
  • Own all customer inquiries, support and delight customers through a deep understanding of product, empathy, and care
  • Turn each customer into a Matic evangelist
What we look for
  • 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 atmosphereyou don't shy away from the hard work
  • Risk-taking, a propensity for learning, and no fear of failure
We'd love to hear from you if...
  • 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
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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