Customer Experience Intern

JOB DESCRIPTION

Customer Experience Intern

Company: PopPop Labs Pvt. Ltd.

Position: Customer Experience Intern

Department: Customer Experience & Support

Work Mode: Hybrid (Work From Home + Work From Office)

Employment Type: Internship

About PopPop Labs

PopPop Labs is an innovation-driven technology company focused on developing technology-led products, brands and solutions. We combine technology, creativity, entrepreneurship and innovation to build impactful products and experiences.

We are looking for an empathetic, proactive and detail-oriented Customer Experience Intern to help improve customer satisfaction, strengthen user relationships and ensure positive experiences across our products and services. The ideal candidate should enjoy interacting with people, understanding their needs, solving problems and identifying opportunities to improve the overall customer journey.

Roles & Responsibilities

1. Assist in addressing customer and user queries through appropriate communication channels, including email, chat and other support platforms.

2. Help users understand the company's products, services, features and processes.

3. Collect, document and organise customer feedback, suggestions, complaints and feature requests.

4. Assist in identifying recurring customer issues and escalating complex concerns to the relevant teams.

5. Support the development of FAQs, help guides, onboarding materials and customer support documentation.

6. Monitor customer interactions and help ensure timely, professional and helpful responses.

7. Assist in analysing customer feedback to identify trends, pain points and opportunities for improvement.

8. Collaborate with product, technology, marketing and operations teams to communicate user needs and improve customer experiences.

9. Help map customer journeys and identify areas where the user experience can be simplified or enhanced.

10. Assist in conducting customer surveys, feedback sessions and user satisfaction assessments.

11. Maintain accurate records of customer queries, resolutions, feedback and follow-up activities.

12. Support user onboarding and help customers navigate product features and services.

13. Contribute ideas for improving customer satisfaction, engagement, retention and overall service quality.

14. Assist in preparing reports on customer feedback, common concerns and customer experience metrics.

15. Handle customer information responsibly and maintain confidentiality in all interactions.

Required Skills & Competencies

- Excellent written and verbal communication skills.

- Strong interpersonal skills and a customer-first mindset.

- Empathy, patience and the ability to understand different user perspectives.

- Good problem-solving, analytical and critical-thinking abilities.

- Strong organisational skills and attention to detail.

- Ability to communicate information clearly and professionally.

- Willingness to learn new tools, products and customer support processes.

- Ability to manage multiple queries and follow up on assigned tasks.

- Comfortable working collaboratively with cross-functional teams.

- A proactive attitude and genuine interest in improving customer satisfaction.

Preferred Qualifications

- Students or recent graduates pursuing Business Administration, Marketing, Psychology, Communications, Management or related disciplines.

- Interest in customer success, user experience, consumer behaviour and product development.

- Familiarity with customer support tools, CRM platforms, Google Workspace or Microsoft Office will be an advantage.

- Experience in customer service, community management, helpdesk support or user research is beneficial.

- Strong interpersonal abilities and experience coordinating with people through college clubs, volunteering or other initiatives are welcome.

What You Will Gain

- Practical experience in customer experience management and customer support.

- Exposure to real-world customer interactions and problem-solving.

- Understanding of customer journeys, user feedback and satisfaction metrics.

- Opportunities to contribute to product improvements through customer insights.

- Experience collaborating with product, technology, marketing and operations teams.

- Development of communication, analytical, conflict-resolution and relationship-management skills.

- Insights into customer retention, user engagement and customer success strategies.

- An opportunity to contribute to building user-centric products and services.

Internship Details

Work Mode: Hybrid (Work From Home + Work From Office)

PopPop Labs offers a flexible hybrid working arrangement. Interns can choose to work from home or from the office, with both options available. This flexibility allows interns to work in the environment that best suits their productivity and convenience while maintaining effective communication and collaboration with the team.

Work Location: Office / Remote — candidate's choice.

Working Arrangement: Flexible, subject to project requirements, team coordination and assigned responsibilities.

Selection Process

1. Application and CV screening.

2. Interview to assess communication, empathy and problem-solving abilities.

3. Evaluation of relevant skills, experience and aptitude.

4. Final selection and onboarding.

How to Apply

Interested candidates can share their updated CV and details of any relevant customer service, communication, community management or coordination experience with the PopPop Labs recruitment team.

Join PopPop Labs!

Help us understand our users, solve meaningful problems and create seamless, reliable and memorable customer experiences.

Listen. Understand. Solve. Delight.

PopPop Labs Pvt. Ltd.

Pay: ₹5,000.00 - ₹8,000.00 per month

Work Location: Hybrid remote in Pune, Maharashtra