Intern, Customer Support and Customer Success

About the role

eScholar Customer Support is seeking an intern to gain experience in Customer Support, Product Management, and Customer Success. The intern will work closely with these teams to understand eScholar products, customers, and internal processes.

Responsibilities

• 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.
• 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.

Requirements

• 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

Qualifications

• Curiosity about AI tools and automation, and an interest in applying them to improve workflows, reporting, and customer experience
• Strong analytical and problem-solving skills, with the ability to turn data and feedback into actionable insights
• 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

Skills

• SQL
• AWS Quicksight, Microsoft Power BI, Tableau, and others
• Python and other programming languages
• AWS or Azure cloud-hosted applications
• AI-enabled productivity tools, support operations, process improvement, and customer success/account management functions
• Version control and functional testing
• SQL Server, Postgres and Oracle
• Technical documentation creation

Benefits

• Opportunities to rotate through different teams and gain diverse experiences
• Collaborative environment with experienced professionals
• Competitive pay rate of $22.00 - $25.00 USD per hour

Pay

$22.00 - $25.00 USD per hour