Customer Experience Intern - 6-Month Fixed-Term Contract

Job Description

• Responding to user queries via email, live chat, and support ticketing systems in a timely and empathetic way
• Escalating complex issues to the relevant teams and following up to ensure resolution
• Helping to build and maintain a library of saved responses, FAQs, help articles, and onboarding resources
• Gathering and documenting user feedback and identifying recurring pain points to share with the product team
• Supporting the onboarding of new institutional clients and users, helping them get set up and confident on the platform
• Monitoring support metrics (response times, satisfaction scores, resolution rates) and flagging trends
• Assisting with user surveys and interviews to inform CX improvements
• Collaborating with the product, marketing, and commercial teams to ensure a joined-up user experience

Requirements

• A genuine interest in education, edtech, or building strategic relationships
• Strong written and verbal communication skills - able to craft warm, professional outreach and tailor messaging to different audiences
• A natural relationship-builder who is personable and follows through
• Organised and detail-oriented, comfortable managing multiple partners and conversations simultaneously
• Curiosity to use AI for efficiency and to optimise success
• A proactive mindset - able to spot an opportunity and take initiative
• Familiarity with tools like HubSpot, Slack, Claude and Google Workspace is a plus, but not required
• Start Date: August 2026.

Soft Skills

• Empathy
• Detail-Oriented
• Curiosity
• Initiative