Customer Experience 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.

Internship overview:

Merrick Mutual is hiring a Customer Experience Intern for Immediately. Learn how SaaS companies keep customers renewing. Most of your day is in Freshdesk, Intercom and Google Sheets. Remote within Pakistan. The team meets in Karachi once a quarter, travel covered.

What you'll do:

• Join customer review calls as note taker
• Write and update help centre articles and short how-to videos using Loom
• Collect NPS and CSAT feedback and summarise themes each month
• Escalate urgent technical issues to the product team with full context
• Log bugs and feature requests in Jira with clear steps and screenshots

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
• Able to follow written processes and response templates
• Laptop, headset and stable broadband
• Comfortable learning software products quickly
• Patient and calm with frustrated customers
• Basic Google Sheets or Excel skills
• Currently pursuing any bachelor's or master's degree, graduating in 2026 or 2027

Nice to have:

• Previous customer service, chat support or tutoring experience
• Interest in SaaS products
• Some technical comfort, like reading error messages or clearing a browser cache

What you'll learn:

• Customer feedback analysis that feeds into product decisions
• Writing clear support replies and help articles

Program dates: Immediately, 6 months.

Pay: PKR 27,000 - PKR 35,000 a month

Benefits for interns:

• Certificate
• Internet allowance
• 5 days a week
• Letter of recommendation
• Performance bonus

Candidates must be eligible to work in.

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..