Customer Experience Intern

ABOUT BLACKTHORN DIGITAL:

Since 2003, the company has sold practice management software to dental and veterinary clinics in the US. Blackthorn Digital builds scheduling and dispatch software for field service companies, from two-truck plumbing outfits to regional HVAC contractors. We started in 2003 and have grown to about 80 people.

THE INTERNSHIP:

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 Tampa, but nobody is required to come in.

WHAT YOU'LL DO:

• Create canned responses for common questions
• Track customer health scores and flag accounts with low usage
• 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
• Collect NPS and CSAT feedback and summarise themes each month
• Maintain customer records and call notes in HubSpot
• Write and update help center articles and short how-to videos using Loom
• Follow up with inactive users by email to understand what is blocking them

WHAT WE'RE LOOKING FOR:

• Authorized to work in the US. CPT and OPT candidates are welcome to apply
• Available 40 hours a week for the full internship
• Currently enrolled in a bachelor's or master's program, graduating between December 2027 and June 2028
• Based in the US for the duration of the internship
• Comfortable learning software products quickly
• Typing speed of 35 words per minute or more
• Excellent written English. Most customer contact happens over chat and email
• Currently pursuing any bachelor's or master's degree, graduating in between December 2027 and June 2028
• Available for a fixed 6 to 8 hour shift, 5 days a week. Some shifts may overlap with US or UK hours
• Confident speaking on video calls with business users

Duration: 4 months

Start date: Jan 2027

Stipend: $23.50 to $24.50 per hour

WHAT WE OFFER:

• Home office setup stipend
• Final presentation to leadership
• Flexible hours
• Return offer opportunities
• Paid sick time
• Paid company holidays

This position requires a background check.

Duration: 4 months. Start: Jan 2027.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Blackthorn Digital LLC.