Intern - Customer Support
hace 3 horas
Internship Mission
As a Customer Support Summer Intern, your mission is to help define Aplazo's Support Channel Strategy by determining the optimal role, design, and interaction of each support entry point. The goal is to improve routing efficiency, operational performance, and user experience consistency across support channels.
This is a project-based internship with strong analytical, operational, and strategic components, working closely with Product, Data, and Operations teams.
Key Responsibilities
- Analyze current support channel performance across entry points
- Map user and operational failures caused by existing channel limitations
- Identify inefficiencies in routing, transfers, and channel interactions
- Design an improved support channel model, including:
- routing logic
- transfer rules
- single-chat logic
- AI-based triage opportunities
- Work cross-functionally with Product, Data, and Operations teams
- Synthesize insights into clear, structured recommendations
- Support the creation of an exec-ready proposal for the future support channel design
Requirements
- MBA student with strong analytical and problem-solving skills
- Strong interest in operations, product strategy, and AI
- Experience in consulting, operations, product, or tech environments is a plus
- Strong data analysis and structured thinking capabilities
- Ability to work cross-functionally with Product, Data, and Operations teams
Nice to Have
- Exposure to customer support operations or service design
- Familiarity with automation or AI-driven workflows
- Experience working with performance metrics and operational KPIs
Language
• English: Advanced
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