Customer Success Intern – Park City (26/27 Winter)

About the role

The 26/27 season marks a significant milestone for Carv: the launch of our first US office in Park City. As one of our inaugural US-based interns, you’ll be at the forefront of establishing how Carv shows up for its North American customers. Your areas of focus will be across Membership & Sales, Product and Logistics, while also helping to shape the norms, culture and working practices of a brand new office location.

You will work closely with the London and Innsbruck team throughout, but you’ll also bring your own perspective on what great customer experience looks like for a North American audience. This role suits someone who gets energised by figuring things out, not just following a script, and who wants to look back at the end of the season knowing they helped to build something.

This role requires spending five days per week in the Park City office. This is a US-based role, requiring five days per week in the Park City office. This role is 37.5 hours per week worked on a rota with the other interns. This will include some evening and weekend shifts.

Responsibilities

• Process and respond to customer queries across all Carv communication channels
• Handle incoming customer calls regarding billing issues, product questions and general customer concerns
• Part of a global intern team, solving problems and turning frustrated customers into loyal ones
• Work cross-functionally with other departments during your rotations
• Feed back real member insights to the Product team, with a direct impact on the business from day one
• Help establish and document ways of working for the Park City office, contributing to processes and not just following them
• Serve as a cultural ambassador for Carv in the US, bringing local knowledge and perspective to a global team

Requirements

• Combines the warmth and professionalism of a great customer-facing service, with the initiative and adaptability of someone comfortable in new territory
• Self-starter who can handle ambiguity and see that as exciting rather than unsettling
• Outgoing, articulate and a confident communicator in person, over the phone and through email, fluent in English
• Highly organised and able to manage their own workload without close supervision
• A knack for problem-solving is a must, with the ability to form and communicate ideas in a clear and concise manner
• Patient and able to deal with difficult or frustrated customers in a positive and professional manner
• Proactive mindset, spots what needs doing and does it, rather than waiting to be told
• Comfortable helping to build and refine processes in a setup that’s new, not established
• Thrives in fast-moving environments and adapts well when things change
• Computer literate, with good knowledge of Google Workspace, as well as the confidence to get to grips quickly with internal software systems
• A genuine love of skiing and some knowledge of ski technique or equipment
• Based in the US, has legal US citizenship or right to work and is available to work shifts covering US timezone hours, including some evenings and weekends
• An early adopter of AI and is frequently using this for personal or professional projects

Qualifications

• Fluent in English
• Highly organised and able to manage their own workload without close supervision
• A knack for problem-solving is a must, with the ability to form and communicate ideas in a clear and concise manner
• Patient and able to deal with difficult or frustrated customers in a positive and professional manner
• Proactive mindset, spots what needs doing and does it, rather than waiting to be told
• Comfortable helping to build and refine processes in a setup that’s new, not established
• Thrives in fast-moving environments and adapts well when things change
• Computer literate, with good knowledge of Google Workspace, as well as the confidence to get to grips quickly with internal software systems
• A genuine love of skiing and some knowledge of ski technique or equipment
• Based in the US, has legal US citizenship or right to work and is available to work shifts covering US timezone hours, including some evenings and weekends
• An early adopter of AI and is frequently using this for personal or professional projects

Skills

• Customer service skills
• Problem-solving skills
• Organisation and time management skills
• Communication skills (in-person, over the phone, and through email)
• Ability to work independently and as part of a team
• Knowledge of Google Workspace
• Experience with internal software systems
• Knowledge of ski technique or equipment

Benefits

• $17 per hour
• Opportunity to work from Carv’s newest office
• Opportunity for contract to include accommodation for the whole internship
• Season pass for local ski resorts

Pay

• $17 per hour

Schedule

• Five days per week in the Park City office
• Includes some evening and weekend shifts