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