Customer Success Intern_Jan 2027

Carousell Group is the leading recommerce group in Greater Southeast Asia on a mission to inspire the world to start selling, and to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in eight markets under the brands Carousell, Cho Tot, Laku6, Mudah.my, OneKyat, Ox Street, and Refash, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments and Sequoia Capital India.

As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of solving problems for our users; having a mission-first mindset; being relentlessly resourceful; caring deeply; and staying humble to constantly improve. Together as an organisation, we make magic happen.

About the Role

This is an exciting opportunity for an intern to explore in customer success within a dynamic tech environment. You'll be instrumental in ensuring our merchants not only feel supported but also empowered to get the most out of what Carousell offers. If you're passionate about building relationships, solving problems, and driving value for clients, this role is for you.

You'll be the go-to person for merchants, helping them navigate their journey with us and turning their experience into a success story. This role offers a fantastic platform to develop essential client management, communication, and analytical skills while making a tangible impact on our business growth.

*This is a full-time, 6-month internship starting Jan 2027.

Responsibilities

Guide new merchants through a smooth and successful onboarding process.; Assume operational and utilization ownership of a capped portfolio (Top 15-20%) of our 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 objectives.; Design custom optimization plans for each client to embed our platform deeper into their workflows.; Track merchant engagement, identify key insights, and share relevant updates with stakeholders; Monitor daily/weekly product consumption data for your portfolio. Proactively identify drop-offs in usage 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 our CRM; Collaborate seamlessly with the hybrid sales rep assigned to your accounts to ensure a unified front when expansion opportunities or contract renewals arise.; Utilize AI-powered tools to streamline communication and identify proactive support opportunities.

Requirements

Currently pursuing a degree in Business, Communications, Marketing, or a related discipline.; Exceptional communication and interpersonal skills, with a genuine focus on customer satisfaction.; The ability to juggle multiple priorities effectively while maintaining high standards of client care.; An analytical mindset keen on deriving insights from data and reporting.; A proactive approach to problem-solving, remaining calm and professional under pressure.; Experience with CRM tools is beneficial but not essential.; Skills to leverage AI-driven analytics to understand customer behaviour and anticipate needs.; Available to commit to full-time work for 6 month