Robotics Customer Operations Intern

COMPANY OVERVIEW Each year, 2.5 trillion hours are spent on household chores. At Matic, we’re on a mission to recapture that lost time, and we’re doing it by revolutionizing home robotics. Our first product, also called Matic, is a Wall-E-esque floor cleaning robot. We've built what amounts to "full self-driving in the home” with real-time 3D mapping, adaptive path-tracking, and a precise semantic understanding of the home. Our breakthroughs in spatial AI allow Matic to work reliably in real homes, using only RGB cameras and neural networks running on-device. PRIVACY FIRST What happens in the home, stays in the home. Our robots are private by design, with all data processing performed by the robot itself, not in the cloud. OUR APPROACH Before the iPhone, consumers adopted several distinct devices; cell phones, PDAs, and portable music players each served a particular need. We believe in a similar progression for home robotics, starting with single-purpose robots and building iteratively toward more complex capabilities over time. OUR CULTURE 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 precious time and energy. ABOUT THE ROLE Matic is approaching 10,000 customers and scaling fast. Every order is a promise. Every shipment is the proof. Every return is the chance to make it right. We're hiring a Robotics Customer Operations Intern to get in the weeds with us and tighten every link in that chain. Over a 3-month internship, you'll collaborate with Production, Supply Chain, and Support Operations to keep orders flowing, shipping reliable, and every customer touchpoint feeling intentional. You'll learn how the system works today, automate the flows that shouldn't need a human, and deploy your skills to make the whole operation run tighter. Exceptional performers convert directly to full-time, with no break in transition. What You'll Do Own Purchase-to-Delivery - Own day-to-day Shopify operations: order flows, invoicing, refunds, tagging and segments, split shipments, and hold/release logic. - Build and maintain operational dashboards that track order and shipment performance. - Keep order data clean enough that revenue reporting just works. No reconciliation fire drills at month-end. Make Shipping Boring (In a Good Way) - Support outbound shipping end-to-end: carrier requirements, DG compliance basics, packaging standards. - Partner with Production and Engineering on packout workflows, and fulfillment planning - Resolve shipment issues from incorrect, missing, or damaged product. Find the root cause, document the fix, and make sure it doesn't happen twice. - Learn Shopify, ShipStation, and FedEx workflows cold, then identify the gaps and own improvement projects from proposal through implementation. - Turn operational know-how into clear, repeatable playbooks Own Reverse Logistics - Run the returns and RMA process end-to-end. Most of the reverse logistics flow is already automated. Your job is to find where the automation breaks, where edge cases fall through, and where the customer experience could be tighter. Then fix it. - Audit and refine returns communication so every customer who sends a unit back feels taken care of. - Partner closely with the Repairs team to keep returned units moving on schedule: track turnaround time from arrival to ship-back and flag bottlenecks early. - Own the field returns database. Every unit that comes back has a clear status, owner, and next step, from intake through engineer inspection, QC, refurb, and final shipment to the customer. Nothing sits in limbo, nothing gets lost between handoffs. Make Customers Feel Like a Million Dollars - Own customer tickets related to order management and shipping inquiries. The best customer service is no customer service. The second-best is fast, accurate, human help that resolves the issue in one touch. - Audit and refi