EverHealth - Customer Experience Internship (Remote, US)

📋 Description

• • Embark on a transformative summer internship journey with EverCommerce, a leading force in digitally transforming the service economy. As a Customer Experience (CX) Summer Intern, you will immerse yourself in the dynamic world of customer-facing operations, gaining invaluable hands-on experience across Onboarding & Implementation (O&I), Customer Success, and Customer Support.
• • This role is designed for rising juniors and seniors eager to contribute to meaningful projects and learn the intricacies of delivering a best-in-class customer experience. You will collaborate closely with cross-functional CX leaders, playing a pivotal role in enhancing the company-wide intern program, refining CX team processes, and developing essential documentation.
• • Your responsibilities will span supporting core workflows within O&I, Customer Success, and Support teams, providing you with a holistic view of customer engagement. You will be instrumental in documenting and improving CX processes, Standard Operating Procedures (SOPs), playbooks, and enablement materials, ensuring consistency and efficiency across the board.
• • A key aspect of your role will involve organizing, validating, and maintaining CX knowledge bases and internal documentation. This ensures that our teams have access to accurate and up-to-date information, empowering them to serve our 725,000+ customers effectively.
• • You will gain exposure to the critical function of data in customer experience, assisting with data collection, reporting, and analysis of key metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), case trends, and Quality Assurance (QA) themes. This will provide you with a data-driven perspective on customer sentiment and operational performance.
• • Collaboration is at the heart of this internship. You will work alongside CX partners on exciting projects focused on process optimization, improving existing tooling, supporting AI and automation initiatives, and enhancing the overall customer journey. Your contributions will directly impact how we scale our operations and deliver exceptional experiences.
• • Active participation in CX team meetings, training sessions, and cross-functional working groups will be expected. This provides a platform for you to share insights, learn from experienced professionals, and contribute to strategic discussions.
• • You will be tasked with conducting research, synthesizing findings, and presenting well-reasoned recommendations for improving both customer experience and internal operational efficiency. This is an opportunity to hone your analytical and presentation skills.
• • As business needs evolve, you will assist with ad hoc CX initiatives and special projects, demonstrating your adaptability and willingness to tackle diverse challenges. This flexibility is crucial in a fast-paced, growth-oriented environment.
• • To cap off your internship, you will prepare and present a final project that highlights your key learnings, project outcomes, and actionable recommendations, showcasing the impact of your contributions during the summer.
• • Throughout this internship, you will learn how customer-facing teams operate at scale across Success, Support, and Operations. You will understand how customer feedback and data are leveraged to inform product, process, and experience decisions, gaining insights into a customer-centric approach.
• • You will be exposed to best practices in CX documentation, enablement, and operational excellence, building a strong foundation for a career in customer experience. Furthermore, you will gain practical experience with essential CX tools and systems, including CRM platforms, ticketing systems, knowledge bases, and analytics tools.
• • Finally, you will witness firsthand how effective cross-functional collaboration drives positive customer outcomes, a critical element for success in any organization. This internship offers a comprehensive and immersive experience into the world of customer experience within a leading service commerce platform.