Customer Service Intern

About Wheelwright Managed Services:

Headquartered in Abu Dhabi, the company has grown since 2019 by acquiring regional IT providers. Certifications include ISO 27001 and SOC 2 Type II, and we hold partner status with Microsoft, Cisco and VMware. We started in 2019 and have grown to about 310 people. After-hours on-call comes around every fourth week.

Overview:

The Support Team supports a few hundred business customers. You will handle onboarding calls, help desk tickets and regular check-ins. The internship is fully remote. Interns join our Abu Dhabi team on daily calls and get a named mentor. Working hours follow Gulf time, Monday to Friday. Strong written English is important, since much of our work is async.

Responsibilities:

• Collect NPS and CSAT feedback and summarise themes each month
• Escalate urgent technical issues to the product team with full context
• Test new features before release and note anything confusing
• Respond to customer tickets on Freshdesk, Zendesk or Intercom within the agreed response time
• Follow up with inactive users by email to understand what is blocking them

Requirements:

• Available for at least 30 hours a week from home
• Based anywhere in Bangladesh
• Available for a fixed 6 to 8 hour shift, 5 days a week. Some shifts may overlap with US or UK hours
• Patient and calm with frustrated customers
• Typing speed of 35 words per minute or more
• Confident speaking on video calls with business users
• Comfortable learning software products quickly
• Able to follow written processes and response templates

What you get out of it:

• How SaaS customer success teams onboard, support and retain customers
• You will own a small group of accounts by the end of the internship

Duration: 3 months

Start date: Immediately

Stipend: $150-$200/month

Perks:

• Laptop provided for the internship
• Informal dress code
• Internet allowance
• Certificate
• Pre-placement offer (PPO) for strong performers
• Mentorship from senior team members

The posting will close once we have a strong shortlist.

Duration: 3 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Wheelwright Managed Services FZ-LLC.