Customer Support Intern

Role: Customer Support Intern

Employment Type: Internship

Experience: Fresher / 0–1 year

Working Days: Monday to Sunday on a rotational roster

Weekly Off: Rotational

Shift Type: Rotational

About Convin

Convin is building AI that turns customer conversations into measurable business outcomes. Founded by IIT Delhi alumni, Convin develops proprietary AI products that help B2C businesses engage customers across phone calls, WhatsApp, SMS, and website voice widgets. Convin's AI products understand customer intent and determine the right channel, timing, message, and next action for every interaction.

Convin helps businesses turn customer interest into qualified leads, booked appointments, renewals, and completed payments. Convin is building for two demanding B2C markets, India and the United States. In India, we serve leading EdTech, retail, and BFSI businesses. In the United States, we help home service businesses turn more inquiries into booked jobs.

At Convin, every team contributes to solving real business problems. Whether you are building our products, taking them to market, growing customer relationships, or strengthening the organization behind them, your work will directly influence Convin's growth and customer outcomes.

As Convin scales, you will have the opportunity to take ownership, work across India and US markets, and help shape the products, teams, and systems behind our growth. Convin is trusted by leading brands including Physics Wallah, SBI Life, Shaadi.com, Bajaj, Niva Bupa, Aditya Birla & RBL.

Highlights:

• Raised $6.5 million in Series A funding in 2024
• Ranked No. 6 on LinkedIn's Top Startups 2025 list in India
• Ranked the 19th Best Software Company in India by G2

About the Role

We are looking for a Customer Support Intern who is proactive, customer-focused, and comfortable working in a rotational shift environment. You will be responsible for assisting customers, resolving queries, coordinating with internal teams, and ensuring a smooth overall customer experience.

Key Responsibilities

• Handle customer queries and concerns through calls, chat, email, or other support channels.
• Understand customer issues and provide accurate and timely resolutions.
• Troubleshoot basic product or service-related issues and guide customers through the appropriate resolution steps.
• Escalate complex or unresolved issues to the relevant internal teams and follow through until closure.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Coordinate with Product, Operations, and other internal teams for issue resolution.
• Follow defined support processes, SOPs, and response guidelines.
• Identify recurring customer issues and share relevant feedback with internal teams.
• Maintain professional, clear, and empathetic communication with customers.
• Support reporting and tracking of customer queries, escalations, and resolutions.

Working Days & Shift Requirements

This role requires candidates to be comfortable working in a rotational shift environment across Monday to Sunday.

The rotational shifts will include:

• 9:30 AM – 6:30 PM
• 11:00 AM – 8:00 PM
• 1:00 PM – 10:00 PM

Shift allocation may vary based on business and operational requirements.

Weekly offs will also be rotational and may fall on weekdays or weekends. There will be no fixed Saturday/Sunday weekly off. Candidates applying for this role should be comfortable with rotational shifts and rotational weekly offs.

Requirements

• Graduate or currently pursuing a Bachelor's degree in any relevant field.
• Strong verbal and written communication skills.
• Good listening and problem-solving abilities.
• Comfortable handling customer conversations over calls and written channels.
• Willingness to work across rotational shifts, including weekends.
• Basic working knowledge of MS Excel/Google Sheets and productivity tools.
• Ability to quickly understand new products, tools, and processes.
• Strong attention to detail and ownership of assigned customer issues.
• Ability to work effectively in a fast-paced and collaborative environment.

Preferred Skills

• Previous internship or experience in Customer Support, Customer Success, Operations, or a similar customer-facing role.
• Experience with Jira, Freshdesk, or other customer support/ticketing channels, along with a basic understanding of Grafana.
• Ability to analyze basic customer data and identify recurring issues or trends.

What You'll Learn

• End-to-end customer support and issue-resolution processes.
• Customer communication and stakeholder management.
• Product troubleshooting and escalation management.
• Root-cause identification and customer feedback analysis.
• Cross-functional collaboration with Product and Operations teams.