Account Management Intern

We employ 4,500 people across underwriting, claims, actuarial, IT and customer service. Regional offices in Karachi and five other cities support agents and policyholders.

About the internship

Merrick Mutual is hiring an Account Management Intern for Immediately. Learn how SaaS companies keep customers renewing. Most of your day is in Freshdesk, Intercom and Google Sheets. Remote position. Most of the team is in Karachi, but nobody is required to come in.

Responsibilities

• Collect NPS and CSAT feedback and summarise themes each month
• Join customer review calls as note taker
• Create canned responses for common questions
• Maintain customer records and call notes in HubSpot
• 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
• Test new features before release and note anything confusing
• Follow up with inactive users by email to understand what is blocking them

What we're looking for

• Have their own laptop and a reliable internet connection, ideally with a UPS backup
• Available for at least 30 hours a week, work from home
• Typing speed of 35 words per minute or more
• Confident speaking on video calls with business users
• Able to follow written processes and response templates
• Comfortable learning software products quickly
• Currently pursuing any bachelor's or master's degree, graduating in 2027
• Basic Google Sheets or Excel skills

Preferred qualifications

• Interest in SaaS products
• Familiarity with any help desk tool

What you'll learn

• Customer feedback analysis that feeds into product decisions
• Writing clear support replies and help articles
• Certificate, and a full-time offer for strong performers when roles open
• Using a real help desk, CRM and bug tracker

Program dates: Immediately, 6 months.

Compensation: PKR 25,000 - PKR 34,000 pcm

Perks

• Internet allowance
• Letter of recommendation
• Laptop provided for the internship
• Certificate
• Pre-placement offer (PPO) for strong performers
• Informal dress code

Duration: 6 months. Start: Immediately.

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