Customer Support Process Specialist - Internship [F(M/X]

Job description

Your LittleBig responsibilities :

As part of the Customer Success Operations Team, you will work on many deliveries, be the owner of documentation and knowledge assessments, and be involved in multiple cross-team projects.

A key project you will be focusing on is The integration of AI systems to help improve end-user satisfaction and support team efficiency.

This will involve helping in the creation of a global map of processes including decision trees, developing the material to help train the AI models, and ensure the standardization of operation within the Customer Success department.

You will develop LittleBig Connection's operational excellence by :

• Knowledge Base : Help designing our knowledge base by creating templates, defining article types and other, to ensure standardization of the documentation while meeting ISO 27001 requirements.
• Process Documentation : Understand and document existing processes ensuring well written and clearly laid out guidelines.
• SOP Development : Work alongside CS teams to develop new Standards of Procedures (SOPs).
• Communication : Plan and execute effective communication campaigns around new and existing documentation to ensure all colleagues are aware of changes.
• Change Management : Identify barriers, tackle concerns, and measure adherence within LittleBig Connection to ensure the success of the change management strategy required to instill a documentation culture within the CS department.
• Quiz and Assessment Creation : Develop quizzes, assessments, and knowledge checks to evaluate team members' understanding of processes and procedures.

Analyze results and recommend improvements.

Process Improvement : Identify opportunities for process improvement and make recommendations to enhance the efficiency and effectiveness of customer success operations.

Candidate Profile : Degree :

Degree :

You are currently pursuing or have recently completed a degree in Business Administration, Management

Studies, Psychology, Litterature or similar.

Experience :

Any previous experience in customer facing roles, writing documentation, translation, training, or project

management will be viewed as a plus.

Softwares :

• You have a good grasp of the Microsoft Office Suite (Word, PowerPoint, Excel)
• You are familiar with learning new software and tools to help you with your tasks and projects.
• You have deep interest and stay up to date on topics relating to IT, Software As A Service, and any emerging technologies such as AI.

Soft Skills :

• You have excellent written and verbal communication skills with the ability to explain complex concepts to non-technical audiences.
• You are comfortable working with cross department teams to gather insights.
• You have strong organizational skills with an interest for project management and attention to detail.
• You are a curious individual and a proactive learner.

Languages :

• You are fluent in English, can write and speak at near native levels.
• You speak French on a professional level will be a strong asset.

Location :

• Based in Barcelona, Spain
• Hybrid model with the possibility of Work From Home and from our offices located in the Center of Barcelona, 5mins from Plaça Espanya.

Duration :

This internship is available for 6-12 months.

We are looking for someone with potential and the willingness to learn. So, if you do not meet all the

requirements but feel strongly about this opportunity, don't hesitate to apply! We look forward to meeting you

Your team :

You will work closely with Jad, CS Operations Analyst, based in Barcelona for more than a year now. He will be responsible for introducing you to the ins and outs of LittleBig, mentoring you throughout the duration of your internship and helping you develop the skills you need to grow professionally.

You will also be interacting on a regular basis with our CS teams located in France, Spain, Mauritius, Tunis, and India.

Trust us, there is never a boring day at LittleBig!

LB is proud to be an equal opportunity workplace. We are committed to promoting diversity within the workforce and creating an inclusive working environment.

For this purpose, we welcome applications from all qualified candidates regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability or other characteristics.