Intern

Customer Success / Learner Support Intern

Role Overview

As a Customer Success / Learner Support Intern, you will be the first point of contact for learners throughout their course journey. You will be responsible for resolving learner queries across support tickets, WhatsApp, and calls while also contributing to refund retention, learner engagement, and overall student success.

Key Responsibilities

1. Handle and resolve learner queries through support tickets, WhatsApp, and calls within defined SLAs.

2. Respond to learner WhatsApp messages and ensure timely follow-ups.

3. Handle inbound and outbound calls to understand learner concerns and provide appropriate resolutions.

4. Conduct refund retention conversations and understand the underlying reasons behind refund requests.

5. Support learner engagement through regular check-ins and proactive communication.

6. Track learner participation, progress, and concerns to identify at-risk learners.

7. Coordinate with internal teams to resolve learner issues effectively.

8. Maintain accurate records of learner interactions, follow-ups, and resolutions.

9. Use standard processes, templates, and escalation mechanisms to ensure consistent learner support.

Requirements

1. Strong written and verbal communication skills.

2. Empathetic, patient, and solution-oriented approach.

3. Comfortable handling phone calls and chat-based support.

4. Ability to manage multiple queries and prioritize tasks effectively.

5. Basic knowledge of WhatsApp Business, helpdesk/ticketing tools, and Excel/Google Sheets.

6. Willingness to learn and work in a fast-paced learner-support environment.

7. Prior experience in customer support, customer success, or EdTech is a plus but not mandatory.

What You'll Gain

1. Hands-on experience in Customer Success and Learner Support.

2. Exposure to real-world support operations, retention, and learner engagement.

3. Mentorship and guidance from an experienced support team.

4. Experience working with helpdesk, communication, and productivity tools.

5. Opportunity to develop communication, problem-solving, and stakeholder-management skills.

6. Certificate and PPO opportunity based on performance and organizational requirements.