Customer Success Intern

About the Role

We’re looking for an intern to join our Customer Success team for 6 months, starting as soon as possible. We see this internship as a first step: for the right person and pending performance, there might be an opportunity to join us full-time afterwards.

You’ll be the first point of contact for many of our customers, especially self-service customers get started with Climatiq on their own and rely on you when they need support.

You’ll also be a link between customers and our internal teams. You’ll pass customer feedback and bug reports to Product and Engineering, and bring answers and updates back to customers. It’s a good fit if you like solving problems, write clearly and want to learn how a B2B SaaS company supports technical customers.

What you’ll do

• Handle email support: Answer customer questions about our API, methodology, apps, data and accounts. Troubleshoot what you can and escalate what you can’t.
• Keep response times fast: Make sure no customer waits too long for a reply, and keep the support inbox under control.
• Manage customer expectations: Tell customers clearly what we can do, what we can’t, and when they’ll hear back.
• Support self-service customers: Help customers who have little human contact with us get started and get value from Climatiq. Spot where they get stuck and help us fix it, for example with better docs or help articles.
• Close the feedback loop: Log customer feedback, feature requests and bugs for our Product and Engineering teams, then follow up with customers when something changes.
• Join customer calls: Help troubleshoot issues on live calls and represent Climatiq professionally.
• Contribute to the Knowledge database maintenance: Correcting chatbot responses, updating our guides

Requirements

• Recently graduated from a Bachelor’s or Master’s programme
• Tool skills: You’re comfortable with Google Workspace and Excel (formulas, filters, basic data cleanup), Claude and other API tools.
• Some API knowledge: You know what an API is, can read API documentation and can follow or test a simple request. You don’t need to be a developer.
• Customer-facing experience: You’ve represented a brand or organisation , in person or such as email support, presentations or troubleshooting on live calls.
• Clear communication: Fluent English, written and spoken. You can explain technical things simply and stay calm with a frustrated customer.
• Ownership: You follow up without being chased, you pay attention to detail and keep track of open requests.
• Mission driven: You care about sustainability and climate change and want to actively contribute to our mission.

Bonus-points

• Experience with a support or CRM tool, such as HubSpot, Intercom or Zendesk
• German language (fluent business proficiency)
• Previous internship in a startup, SaaS or customer support role

Additional Information

• Location: Berlin
• Starting date: As soon as possible
• Hours: full-time