Intern, Customer Support and Customer Success

About the role

eScholar Customer Support is seeking an intern to gain hands-on experience in Customer Support, Product Management, and Customer Success.

Responsibilities

• Work closely with the Customer Support, Product Management, and Customer Success teams to understand eScholar products, customers, and internal processes.
• Provide technical support to eScholar customers and manage incoming support issues using the incident management system.
• Identify opportunities to enhance the incident intake, issue tracking, reporting, knowledge capture, and workflow efficiency within the 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 coordinating 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.
• Contribute to functional and technical design sessions.
• Gather end-user requirements for data pipelines, reporting, and operational improvements.
• Analyze source system data using various applications to identify data quality issues and anomalies that need correction or handling in ETL routines.

Requirements

• Proficient in SQL
• Experience with AWS Quicksight, Microsoft Power BI, Tableau, and other analytics tools
• 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 other analytics tools
• 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 learn from experienced professionals in Customer Support, Product Management, and Customer Success
• Hands-on experience in supporting eScholar customers and enhancing internal processes
• Chances to experiment with AI tools and automation to improve support and customer experience
• Collaborative environment with opportunities for cross-functional learning and growth

Pay

$22.00 - $25.00 USD per hour