Customer & Product Intern

Location: Central London office 3-days per week

Reporting to: Head of Customer Success

Start Date: ASAP

Role Overview

HireAra is seeking a proactive, organised, and tech-savvy Customer & Product Intern to join our Customer Success team. This internship offers direct responsibility, with your work impacting thousands of users. You’ll play a hybrid Customer & Product role, working with both teams to roll out new features, create engaging customer-facing content, write support articles, produce video training content, and generate and analyse usage reports. This role is ideal for someone passionate about technology with a customer-first approach, looking for their first role in tech. It has the potential to grow into a full-time position for the right person.

Key Responsibilities

• Create user facing support content on new features: support articles, training videos, Intercom product tours, emails.
• Prepare and analyse data: creating reports on new feature usage and overall account usage.
• Account admin: assist in the set up and creation of new accounts and general support across the CS team.
• Product Feedback & Roadmap Input: As this role will see you hands on with the product, your view, guidance and ideas will always be listened to on the product direction.
• Customer Training & Adoption: Overtime and with your success in this role, you will very likely become customer facing, directly liaising with and supporting customers getting to value on the platform.
• Customer Health & Retention: Monitor customer health metrics, proactively identify at-risk accounts.
• General Ad-hoc projects: Working closely with the broader growth team on any adhoc projects that arise as and when to drive business growth.

Who We’re looking For

We are looking for a candidate who thrives in a tech-focused, fast-paced, dynamic environment. The ideal candidate is:

• Tech-Savvy: Strong technical aptitude and the ability to understand complex SaaS products, troubleshoot technical issues, and act as a bridge between customers and technical teams.
• Customer-Centric: Passionate about helping customers succeed, with a strong customer-first mindset.
• Excellent Communicator: Outstanding verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Data-Driven: Analytical and able to leverage data insights to influence customer strategy and drive product improvements.
• Proactive Problem-Solver: Able to anticipate customer needs and proactively identify and resolve issues before they escalate.
• Team Player: Comfortable collaborating with cross-functional teams and contributing to the growth and success of the company.
• Adaptable: Thrives in a fast-paced, early-stage environment where priorities can shift quickly.

What We Offer

• Free beer, snacks and coffee in the office.
• It’s not all work, we subscribe to the “work hard, play hard mindset” and have fun with everything that we do.
• A working environment where people care and are passionate about what they do - all ideas are equal and will be heard.
• The opportunity to join one of the fastest-growing B2B SaaS companies in the UK and go on the scale up journey with us.

Application Process

Application form and short introduction video. You’ll be asked to film a short 5-minute video introduction as part of the application process. There’s no fixed agenda for this video—we simply want to know more about you beyond your CV. You could talk about your career so far, your hobbies, your education, where you’re from, or what interested you about this role. The video is your chance to let your personality shine through. The second stage will be an interview with your potential line manager (Head of Customer Success). The next stage will be an informal peer interview where you’ll have a chance to meet fellow members of the Growth team. The final stage will be an interview with the CEO.