Customer Support Intern, Spring 2027

Commercial lines, personal lines and specialty programs are run as separate business units. Smith Underwriters is a property and casualty insurer writing policies in 30 states through independent agents.

About the role

Smith Underwriters is looking for a customer success intern to onboard new customers, answer product questions and help reduce churn. You will work with the Customer Success Team over chat, email and video calls. Remote position. Most of the team is in Jacksonville, but nobody is required to come in.

What you'll do

• Collect NPS and CSAT feedback and summarise themes each month
• Create canned responses for common questions
• Write and update help center articles and short how-to videos using Loom
• Log bugs and feature requests in Jira with clear steps and screenshots
• Prepare renewal reminders and account summaries for the account manager
• Run onboarding calls with new customers and walk them through setup
• Track customer health scores and flag accounts with low usage
• Respond to customer tickets on Freshdesk, Zendesk or Intercom within the agreed response time

Requirements

• Currently enrolled in a bachelor's or master's program, graduating 2027 or 2028
• Available 40 hours a week for the full internship
• Able to follow written processes and response templates
• Confident speaking on video calls with business users
• Excellent written English. Most customer contact happens over chat and email
• Patient and calm with frustrated customers

Duration: 12 weeks

Start date: Spring 2027

Stipend: $17.00 - $23.00/hr

What we offer

• Final presentation to leadership
• Paid company holidays
• Learning and development stipend

Duration: 12 weeks. Start: Spring 2027.

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