Customer Support Trainee

Role Overview

We are looking for a Customer Success Intern to support our team in managing client relationships, resolving customer queries, driving product adoption, and ensuring a smooth customer experience. This role will give you hands-on exposure to customer communication, SaaS products, account management, and client success.

Key Roles & Responsibilities

• Assist in managing client accounts and maintaining regular communication with customers.

• Support the onboarding and implementation process for new clients.

• Understand customer requirements, challenges, and product needs.

• Respond to customer queries and coordinate with relevant internal teams for resolution.

• Follow up with clients to ensure timely resolution of issues and requests.

• Assist in monitoring customer engagement, product usage, and account health.

• Support the team in identifying opportunities to improve product adoption.

• Conduct regular client follow-ups and account health checks.

• Coordinate with Product, Tech, Support, Sales, and Operations teams to resolve client issues.

• Assist in handling escalations and ensuring proper follow-up until closure.

• Collect customer feedback and share relevant insights with the team.

• Maintain updated customer information, communication records, and account details in CRM/tools.

• Assist in preparing reports related to customer accounts, engagement, retention, and product usage.

• Support the team in identifying opportunities for upselling, cross-selling, and account growth.

• Take ownership of assigned customer requests and ensure timely follow-ups.

Key Success Metrics

• Customer Satisfaction

• Timely Query & Issue Resolution

• Client Engagement & Follow-ups

• Product Adoption

• Successful Client Onboarding

• Account Retention Support

• Quality of Customer Communication