Intern, Customer Support and Customer Success

eScholar Customer Support is looking for an exceptional talent to become our Customer Support/ Customer Success Intern.

In this role, our intern will participate in rotations with focus areas: Customer Support, Product Management, and Customer Success .

What your impact will be:


* Work closely with the Customer Support, Product Management, and Customer Success teams to develop a sound understanding of eScholar products, customers, and internal operating processes.


* Provide technical support to eScholar customers and help manage incoming support issues through eScholar’s incident management system.


* Identify opportunities to enhance incident intake, issue tracking, reporting, knowledge capture, and workflow efficiency within the incident management system.


* Participate in testing and continuous improvement efforts related to support processes, service workflows, and internal tools.


* Experiment with AI-enabled tools and automation to improve reporting, knowledge management, issue triage, and team productivity.


* Support Customer Success and account management activities such as preparing customer materials, tracking follow-up items, monitoring customer engagement, and helping coordinate internal and customer-facing actions.


* Participate in customer success planning activities, including account reviews, adoption discussions, issue follow-up, and cross-functional coordination to support customer outcomes.


* Participate in functional and technical design sessions.


* Gather end-user requirements for data pipelines, reporting, and operational improvements.


* Use various applications to analyze source system data and identify data quality issues and anomalies that must be corrected and/or handled in ETL routines.

What we are looking for:


* Proficient in SQL


* Experience with AWS Quicksight, Microsoft Power BI, Tableau, and others.


* Experience with Python and other programming languages


* Experience with AWS or Azure cloud-hosted applications


* Experience or strong interest in AI-enabled productivity tools, support operations, process improvement, and customer success/account management functions.


* Experience with version control and functional testing


* Experience with SQL Server, Postgres and Oracle


* Experience creating technical documentation


* Some prior experience with the education sector through internships

What will help you stand out:


* Curiosity about AI tools and automation, and an interest in applying them to improve workflows, reporting, and customer experience


* Interest in support operations, incident management, and continuous process improvement


* Strong analytical and problem-solving skills, with the ability to turn data and feedback into actionable insights


* Interest in customer success and account support, including customer follow-up, engagement tracking, and cross-functional coordination


* Attentio...