Customer Success Intern – Jan 2027

About the role

This is an exciting opportunity for an intern to explore customer success within a dynamic tech environment. You will help ensure our merchants feel supported and empowered to maximise the value they receive from Carousell.

Key responsibilities

• Guide new merchants through a smooth and successful onboarding process.
• Own operational and utilization performance for a capped portfolio of the top 15‑20 % most valuable enterprise/strategic merchants.
• Serve as the primary point of contact to address and resolve merchant concerns efficiently.
• Educate merchants on how to leverage Carousell’s products and services to meet their business objectives.
• Design custom optimisation plans for each client to embed the platform deeper into their workflows.
• Track merchant engagement, identify key insights and share relevant updates with stakeholders.
• Monitor daily and weekly product consumption data for your portfolio and proactively spot usage drop‑offs before they become churn risks.
• Gather and relay valuable merchant feedback to internal teams for service enhancements.
• Maintain accurate and up‑to‑date records of all merchant interactions within the CRM system.
• Collaborate seamlessly with the hybrid sales representative assigned to your accounts to ensure a unified front for expansion opportunities or contract renewals.
• Utilise AI‑powered tools to streamline communication and identify proactive support opportunities.
• Contribute to internal reporting on merchant health and growth metrics.

Required profile

• Currently pursuing a degree in Business, Communications, Marketing or a related discipline.
• Exceptional communication and interpersonal skills with a genuine focus on customer satisfaction.
• Ability to juggle multiple priorities while maintaining high standards of client care.
• Analytical mindset keen on deriving insights from data and reporting.
• Proactive problem‑solver who remains calm and professional under pressure.
• Experience with CRM tools is beneficial but not essential.
• Availability to commit to a full‑time, six‑month internship starting January 2027.