Account Management Intern

About Margalla Underwriters

Our claims team handles property and auto claims from first notice of loss through settlement. Most of our book is personal lines, with a growing share of small commercial accounts.

About the role

Margalla Underwriters is looking for a customer success intern to onboard new customers, answer product questions and help reduce churn. You will work with the Support Team over chat, email and video calls. This role is fully remote within Pakistan. We use Slack, Notion and Google Meet. Cameras on for team calls.

Responsibilities

• Escalate urgent technical issues to the product team with full context
• Respond to customer tickets on Freshdesk, Zendesk or Intercom within the agreed response time
• Run onboarding calls with new customers and walk them through setup
• Write and update help centre articles and short how-to videos using Loom
• Track customer health scores and flag accounts with low usage
• Maintain customer records and call notes in HubSpot

Requirements

• Based anywhere in Pakistan
• Available for at least 30 hours a week, work from home
• Final-year students or fresh graduates of BSCS, BSSE, BBA or a related program
• Available for a fixed 6 to 8 hour shift, 5 days a week. Some shifts may overlap with US or UK hours
• Laptop, headset and stable broadband
• Comfortable learning software products quickly
• Able to follow written processes and response templates
• Typing speed of 35 words per minute or more

Nice to have

• Knowledge of a second language for international customers
• Familiarity with any help desk tool
• Interest in SaaS products

What you get out of it

• Using a real help desk, CRM and bug tracker
• You will own a small group of accounts by the end of the internship

Duration: 6 months

Start date: Within 2 weeks

Stipend: PKR 28,000 to PKR 35,000 pcm

Perks

• 5 days a week
• Internet allowance
• Pre-placement offer (PPO) for strong performers
• Mentorship from senior team members
• Performance bonus

Shortlisted candidates will hear from us within two weeks.

Duration: 6 months. Start: Within 2 weeks.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Margalla Underwriters (Pvt.) Ltd..