Canada onlyWe started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.
About the Role
We are looking for a Customer Success Intern to join our growing Operations team for the Summer Term 2024 (Summer Term 2024). You will put your theoretical knowledge and education to the test as you assist our Operations team in tackling several critical customer success and operational challenges/projects across the organization. As part of our Vertical Operations team at Super.com, customer success is a cornerstone of our mission. Our team is integral in nurturing and growing our relationships with customers, ensuring their journey with us is both rewarding and seamless. We are deeply committed to understanding and meeting their needs. We are a data-driven team, devoted to delivering exceptional customer service to our customers.
In the Customer Success team at Super.com, you will play a pivotal role in enhancing customer satisfaction by improving processes, adeptly resolving escalated customer issues, leveraging our advanced technology tools, and conducting comprehensive analyses to assess and improve the performance of our customer service agents.
Challenges You'll Solve
- Elevating Customer Interactions: You'll analyze customer service data and journeys to improve agent response processes and deliver more positive CX.
- Optimizing Knowledge Base: You will refine our knowledge base and FAQs, analyzing data, language, and customer feedback to improve clarity, effectiveness, and alignment with Super.com's unique voice. Your insights will directly inform strategies to enhance customer perception and strengthen our brand identity.
- Reporting Insights: You'll be analyzing Customer Satisfaction (CSAT) metrics and delving into detailed reporting and analysis. Your focus will be on identifying key trends and extracting actionable insights that drive customer satisfaction. Additionally, you'll review and interpret customer feedback and reviews, integrating these perspectives to further refine our strategies and enhance overall customer satisfaction.
- Exploring AI Integration: You'll identify and evaluate opportunities where AI and automation can elevate the customer experience.
- Social Media and Review Site Analysis: Manage and analyze social media and review sites, gathering data on customer sentiment. Assist in reporting customer data and implementing findings to enhance our customer communication
About You
- Educational Background: You are currently enrolled in college or university, pursuing a degree in Business, Commerce, or Data Analytics.
- Customer-Centric Mindset: You have a profound understanding of customer lifecycle management and a passion for delivering top-notch service. Your customer-first approach is backed by substantial customer service experience.
- Analytical Thinker: You possess an analytical mindset, constantly thinking in solutions. Your approach to problem-solving is grounded in data and logic.
- Exceptional Communication Skills: With strong writing and communication abilities, you will be heavily involved in drafting customer communications. Your skills enable you to convey complex ideas clearly and persuasively, ensuring our message resonates with customers.
- Versatility and Agility: You have experience in dynamic environments, adeptly managing multiple priorities at once.
- High Performer: You strive for excellence in everything you do. You are meticulous in your work, with a thorough approach to research and a proactive attitude.
- You will bring fresh perspectives to our team, helping us think outside the box.
- By joining us, you will not only gain invaluable experience but also make a tangible impact on our customer success journey.
Your Contribution:
We've Got You Covered
- Compensation: We pay our Interns top-of-market
- $300 one-time home office set up allowance
- $25/week UberEats allowance on Fridays
- $300/Term Learning and Development allowance
- $120/ Term Fitness/Wellness allowance
- Top Talent: work with the best in the world, including Engineers and Leadership from Google, Meta, Wish, YouTube, Uber and more.
- Build Something Great: most importantly, build a product used by millions around the world - have ownership, have impact, and do great work.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.
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