Quick Highlights Role: Join Richpanel, an AI-first Customer Service Platform disrupting the $400B BPO market, as a Customer Success Intern focused on customer support Reports to: Head of Customer Success Location: Koramangala, Bangalore (In-Office) Shift Options (Rotating): 6:00 PM - 3:00 AM IST 8:00 PM - 5:00 AM IST Compensation: 0-2 years of experience = 8 LPA 2+ years of experience = 15 LPA Team: You'll be part of our 24x7 customer success team managing frontline support for 2,000+ US-based brands Why now: With rapid product adoption and customer growth, we need passionate, proactive support interns who can grow into full-time CSMs Mission To deliver exceptional customer support and product value by resolving queries efficiently, maintaining high CSAT, and becoming an expert in Richpanel's customer service platform. Key Responsibilities Handle 100+ support tickets weekly through chat and email Participate in Slack threads with customers to troubleshoot and assist Maintain ≥90% CSAT on responses and <5 min average First Response Time Document recurring issues and contribute to Richpanel's internal knowledge base (2-3 articles/week) Track and escalate patterns in bugs, friction points, or feature requests Transition into a full-stack CSM role over 6-12 months with responsibilities in onboarding, product adoption, renewals, and account expansion What Success Looks Like First 6 Months: Support-Focused Resolve 100-150 support tickets per week Maintain an average response time of <5 minutes (chat) and <30 minutes (email) Contribute 2-3 internal knowledge base articles per week 6-12 Months: Success-Focused Complete onboarding for assigned customers within 14 days, and ensure QBRs are scheduled with 100% of key accounts Drive product adoption by ensuring customers: Actively use core features within 45 days Meet their customer experience (CX) metric goals Maintain <10% churn rate for assigned accounts Identify upsell and cross-sell opportunities within your portfolio Competencies We Value Product & Tech Acumen: You quickly get hands-on with new platforms and take pride in mastering every aspect of the product. You proactively leverage AI to document your learnings, build internal playbooks, and create scalable solutions for recurring customer queries. Customer-Centric: You put users first, approach problems with empathy, and advocate for their success. Ownership: You take full responsibility, even when things get tough. You're eager to grow fast and embrace challenges as learning opportunities. Process-Oriented: You love building structure—checklists, systems, and playbooks are second nature to you. Why Join as a CSM at Richpanel? High-Impact Role: Direct influence on customer satisfaction and product experience Growth Path: Clear pathway to full-time CSM role within 6-12 months Learn by Doing: You'll gain real experience working across support, onboarding, and account management Collaborative Culture: Work with a world-class team that's solving real-world problems with AI Startup Perks: A beautiful Koramangala office, quarterly outings, paid time off, and a team that values curiosity and drive Interview Process Step 1: Intro call - Go over your current skillset and cover what you roles and responsibilities will be Step 2: Support simulation - Assignment + Demo call Step 3: Final round - Culture fit Expected timeline: 1 week Requirements B.Tech degree or equivalent Strong technical aptitude and ability to quickly learn new software Excellent communication skills and cultural adaptability Project management and organizational skills Problem-solving and troubleshooting abilities Data analysis and interpretation skills Customer service orientation with a track record of helping clients succeed ‍ Benefits What We Offer Competitive salary and performance-based bonuses Opportunity to work with cutting-edge AI technology Modern, chic office space in a vibrant neighborhood Quarterly team outings and off-sites Chance to make a meaningful impact in a rapidly growing startup ‍ Important Notes This is an in-office position based in Bangalore, India The role requires working night shifts to align with US customer timings We have a work culture that prioritizes results and may require dedication beyond standard work hours ‍ Disqualifiers Please note that candidates will not be considered if they: Are not willing to work from our Bangalore office Are not open to working night shifts when required Do not have a B.Tech degree or equivalent ‍