Employer description & source details
We are looking for a Support Intern to join our Customer Support team and gain hands-on experience in supporting a fast-growing SaaS product. This role is ideal for someone who wants to build a career in customer support, customer success, or SaaS operations. As a Support Intern, you will work closely with experienced support specialists to assist customers via tickets and live chat, learn product workflows, and understand how world-class SaaS support teams operate. Respond to customer queries via tickets and live chat under guidance Understand customer issues and provide accurate, timely resolutions Escalate bugs and complex issues to internal teams with proper documentation Learn and follow SLAs, response time, and quality standards Update internal knowledge base and FAQs Assist in testing product features and reproducing customer-reported issues Analyze recurring issues and suggest improvements to support processes Maintain clear and professional communication with customers How SaaS customer support operates end-to-end Ticketing systems, live chat tools, and CRM workflows Basics of product troubleshooting and root cause analysis Working with Engineering, Product, and QA teams Support metrics such as FRT, ART, CSAT, and ticket categorization Strong written and verbal communication skills Willingness to learn and a customer-first mindset Basic understanding of web applications (browsers, internet, SaaS tools) Good problem-solving and analytical skills Ability to work in a fast-paced environment Currently pursuing or recently completed a degree in any discipline Basic knowledge of SaaS or B2B products Familiarity with support tools like Zendesk, Freshdesk, Intercom, etc. Basic technical knowledge (APIs, logs, SQL, or HTML) Prior internship or customer-facing experience
Extracted skills: sql, sales, customer success, operations