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SWBC · 1 day ago

Support Design Intern – Customer Experience & Process Improvement

San Antonio, TX

Internship

Onsite

Intern

SWBC is seeking a motivated intern to lead projects focused on the design and improvement of customer experience processes. The role offers hands-on experience in customer support operations, process design, and cross-functional collaboration, contributing to meaningful projects that enhance customer satisfaction.

BankingFinanceFinancial ServicesInsurance

Responsibilities

Lead projects to improve customer support processes and identifying areas for automation

Support the team in documenting workflows, escalation paths, and internal procedures

Participate in quality calibration sessions and help track resolution metrics

Learn to analyze customer feedback and operational data to identify pain points and improvement opportunities

Collaborate with cross-functional teams (Product, Engineering, Design, Legal) during product support planning and rollout

Help maintain project documentation and schedules under guidance from senior team members

Contribute to the creation and updating of training materials, support documentation, and process guides

Shadow team members to understand how support design impacts customer satisfaction and operational efficiency

Take part in team meetings, brainstorming sessions, and project planning discussions

Qualification

Customer experience designProject managementProcess improvementAnalytical mindsetMicrosoft OfficeSaaS tools familiarityCommunication skillsOrganizational skillsCollaboration