Intern, Customer Support and Customer Success

Job description

eScholar Customer Support is looking for an exceptional talent to become our Customer Support/ Customer Success Intern. In this role, our intern will participate in rotations with focus areas: Customer Support, Product Management, and Customer Success.

What your impact will be:

- Work closely with the Customer Support, Product Management, and Customer Success teams to develop a sound understanding of eScholar products, customers, and internal operating processes.

- Provide technical support to eScholar customers and help manage incoming support issues through eScholar’s incident management system.

- Identify opportunities to enhance incident intake, issue tracking, reporting, knowledge capture, and workflow efficiency within the incident management system.

- Participate in testing and continuous improvement efforts related to support processes, service workflows, and internal tools.

- Experiment with AI-enabled tools and automation to improve reporting, knowledge management, issue triage, and team productivity.

- Support Customer Success and account management activities such as preparing customer materials, tracking follow-up items, monitoring customer engagement, and helping coordinate internal and customer-facing actions.

- Participate in customer success planning activities, including account reviews, adoption discussions, issue follow-up, and cross-functional coordination to support customer outcomes.

- Participate in functional and technical design sessions.

- Gather end-user requirements for data pipelines, reporting, and operational improvements.

- Use various applications to analyze source system data and identify data quality issues and anomalies that must be corrected and/or handled in ETL routines.

What we are looking for:

- Proficient in SQL

- Experience with AWS Quicksight, Microsoft Power BI, Tableau, and others.

- Experience with Python and other programming languages

- Experience with AWS or Azure cloud-hosted applications

- Experience or strong interest in AI-enabled productivity tools, support operations, process improvement, and customer success/account management functions.

- Experience with version control and functional testing

- Experience with SQL Server, Postgres and Oracle

- Experience creating technical documentation

- Some prior experience with the education sector through internships

What will help you stand out:

- Curiosity about AI tools and automation, and an interest in applying them to improve workflows, reporting, and customer experience

- Interest in support operations, incident management, and continuous process improvement

- Strong analytical and problem-solving skills, with the ability to turn data and feedback into actionable insights

- Interest in customer success and account support, including customer follow-up, engagement tracking, and cross-functional coordination

- Attention to detail and strong verbal and written communication skills

- Ability to work collaboratively and independently

- Pursuing a BA/BS degree in Computer Science or a related field

Pay rate: $22.00 - $25.00 USD per hour