Customer Experience Intern

ABOUT US:

Sprucewater Labs is a 21-person software shop in Kathmandu. The founders still answer support tickets. Everything runs on a single Rails app and one Postgres database, deployed on Heroku.

ABOUT THE ROLE:

The CX Team supports a few hundred business customers. You will handle onboarding calls, help desk tickets and regular check-ins. This role is fully remote within Nepal. Reliable internet and a power backup are a must.

RESPONSIBILITIES:

• Create canned responses for common questions.
• Escalate urgent technical issues to the product team with full context.
• Collect NPS and CSAT feedback and summarise themes each month.
• Track customer health scores and flag accounts with low usage.
• Maintain customer records and call notes in HubSpot.
• Prepare renewal reminders and account summaries for the account manager.
• Write and update help centre articles and short how-to videos using Loom.
• Follow up with inactive users by email to understand what is blocking them.

REQUIREMENTS:

• Based in Nepal.
• Available for the full internship period, work from home.
• Own laptop and a reliable internet connection.
• Students or recent graduates of BIT, BCA, BBA, BBS or a related program.
• Confident speaking on video calls with business users.
• Laptop, headset and stable broadband.
• Patient and calm with frustrated customers.
• Typing speed of 35 words per minute or more.
• Basic Google Sheets or Excel skills.

PREFERRED:

• Some technical comfort, like reading error messages or clearing a browser cache.
• Knowledge of a second language for international customers.

WHAT YOU'LL LEARN:

• How SaaS customer success teams onboard, support and retain customers.
• Using a real help desk, CRM and bug tracker.
• Customer feedback analysis that feeds into product decisions.

Duration: 6 months

Start date: Immediately

Stipend: NPR 10,000 - NPR 14,000 per month

WHAT WE OFFER:

• Letter of recommendation.
• Job offer on successful completion.
• Certificate.
• Informal dress code.
• Free access to paid learning courses.
• Performance bonus.

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Sprucewater Labs.