Customer Success Intern

**ABOUT US**

As one of the largest entrepreneurship networks globally, Bridge for Billions creates, designs, and manages entrepreneurship programs with foundations, corporations, and public entities that have benefited more than 3,400 entrepreneurs in more than 100 countries. Its objective is to facilitate access to entrepreneurial support for all types of entrepreneurs with a common purpose: to boost innovation that solves the problems that truly matter, generate economic growth, and new decent job opportunities.

Bridge for Billions, recognized by Forbes 30 Under 30, Ashoka, and Acumen, has worked with more than 100 organizations such as Coca-Cola, Accenture or BMW, and institutions such as the United Nations in the development of entrepreneurship programs that support diverse entrepreneurs in the creation of innovative solutions for today’s most pressing issues. In 7 years, Bridge has grown to a team of more than 50 people from 17 nationalities, with headquarters in Madrid, where most of our team is based; an emerging LatAm HQ in Antigua, Guatemala, with a few team members; and a few people based in different places around the world.

**JOB MISSION**

You will be the **Customer Success Intern** in a fast-growing social enterprise Your key mission will be to support and improve the user journey through our customer success sub area. This role will help us to deliver a better experience and value in our online entrepreneurship programs and keep users delighted as well as provide integral support for our Program Managers. You will work closely with the Programs team to ensure just that.

We are looking for someone who acts without being told, who can bring fresh ideas to improve the user experience and is able to put themselves in the user’s shoes and provide fast, efficient, and simple answers to their sometimes-complicated issues. Someone who is adaptable to change in this period of growth for the company. We also want someone who truly embodies our culture. Our core values are empathy, grit, courage, and gumption.

We are looking for someone who will ultimately want to become part of a global team, working in the Program Management subarea or another department in the company, that is passionate about entrepreneurship and our customers.

**ROLES & CONTRIBUTIONS**

**1. Improvements to the user experience (50% time)**
- Capture and record internal and customer-sourced insights to bridge gaps that may exist between customer expectations & participation.
- Proactively communicate with internal teams to stay up to date with the state of our product. Lead projects aimed at improving our metrics, processes, and tools. Additional responsibilities related to the function may be required
- Show up with an open-mind and ready-to-go attitude to constantly think outside the box and come with fresh ideas to improve internal processes
- Creativity and content creation of materials that can further improve the user experience.
- Given the nuance of the role, be ready to innovate and show up with a creative and open mindset.

**2. Be the point of contact for our users (35% time)**
- Handle simple and at times more complicated support requests from our users to improve their experience in the incubation journey. Be on top of ticket resolution and chats from our users and customers, and when needed, redirect them to the right stakeholder.
- Take appropriate steps to listen, understand, and engage with the user to find solutions & communicate options.
- Develop a comprehensive understanding of the Bridge for Billions platform, processes, & practices ensuring quality assistance with incoming customer queries.
- Understand and communicate industry best practices and the evolution of the Bridge for Billions product and platform functionality, methodology, and services integral to the customer's success.
- Become an expert on the Bridge for Billions platform, methodology and program experience.

**3. **Collaboration with other areas of the company (15% time)**
- Learn to master our internal database (API) and perform key actions that can unblock our users (examples: status changes, change of password, transfer of program, change of mentor ).
- Be able to raise a flag when patterns of tech issues are identified by you. Label, collect, and share user feedback with the product team.
- Constantly coordinate with our tech support team to report bugs that show up, follow up with the ones they’re aware of and update our users on the status of their requests.
- Learn about the most common bugs and their root cause and how to solve them without relying on a tech person whenever possible.

**SKILLS & EXPERIENCE NEEDED**

**Hard Skills**:

- Languages: native-like in both English and Spanish, and highly valued either French, Portuguese or Italian.
- Bachelor's degree in Business Administration, Communications, Marketing, International Relations or comparable degrees
- Familiar with the use of tools and platforms (Slack, HelpScout