Customer Experience & Operations - Internship

About the internship:Selected intern's day-to-day responsibilities include:

A. Customer experience & support:

1. Respond to customer queries professionally and empathetically.

2. Assist customers with ride-related questions, bookings, cancellations, payments, and platform usage, as applicable.

3. Understand customer complaints and help resolve routine issues.

4. Maintain accurate records of customer interactions and complaint status.

5. Follow up on unresolved issues to ensure a positive customer experience.

B. Operations & emergency handling:

1. Assist in coordinating between passengers, drivers, and internal team members.

2. Identify routine operational issues and follow established resolution procedures.

3. Remain calm in unexpected situations and communicate clearly under pressure.

4. Recognize urgent safety concerns and escalate them promptly to the responsible team members.

5. Track pending issues and maintain proper operational documentation.

C. UX research & product improvement:

1. Collect and organize customer feedback.

2. Identify usability issues and pain points in the user journey.

3. Assist with user interviews, surveys, and basic usability testing.

4. Observe how customers interact with digital products and identify opportunities for improvement.

5. Share findings and recommendations with the product and design team.

D. Data analytics & reporting:

1. Maintain customer feedback and complaint records using Excel or Google Sheets.

2. Categorize customer queries and identify recurring patterns.

3. Prepare basic reports and summaries to support decision-making.

4. Help track response times, resolution times, complaint categories, and customer satisfaction.

5. Use data to suggest improvements to customer experience and operational efficiency.

E. Documentation & team collaboration:

1. Assist in preparing FAQs, customer support guidelines, and standard operating procedures (SOPs).

2. Prepare weekly summaries of customer feedback and operational observations.

3. Maintain clear and organized records of issues and resolutions.

4. Collaborate with the operations, design, and product teams.Who can apply:Only those candidates can apply who:are available for full time (in-office) internshipcan start the internship between 22nd Oct'26 and 26th Nov'26are available for duration of 6 monthsare from Jaipur onlyhave relevant skills and interestsStipend:INR₹ 5,000 - 15,000 /monthDeadline:[hidden]:59:59Other perks:Certificate, Letter of recommendation, Informal dress codeSkills required:UI & UX Design and Effective CommunicationAbout Company:Carava is an intercity shared-mobility platform on a mission to make travel between cities smarter, safer, and more accessible. We aim to connect people travelling in the same direction, helping them share journeys, optimize travel costs, and make better use of available vehicle seats.

We are building a mobility experience that puts people first, combining technology, user experience, operational efficiency, and sustainability to address real challenges in intercity travel. At Carava, we believe great ideas come from curious minds and people willing to solve real-world problems. As a growing startup, we offer an environment where individuals can take ownership, share ideas, learn by doing, and contribute directly to building and improving a product. We're looking for passionate, proactive, and solution-oriented people who want to learn, take on meaningful challenges, and help shape the future of intercity mobility in India.

Responsibilities

Selected intern's day-to-day responsibilities include:

A. Customer experience & support:

1. Respond to customer queries professionally and empathetically.

2. Assist customers with ride-related questions, bookings, cancellations, payments, and platform usage, as applicable.

3. Understand customer complaints and help resolve routine issues.

4. Maintain accurate records of customer interactions and complaint status.

5. Follow up on unresolved issues to ensure a positive customer experience.

B. Operations & emergency handling:

1. Assist in coordinating between passengers, drivers, and internal team members.

2. Identify routine operational issues and follow established resolution procedures.

3. Remain calm in unexpected situations and communicate clearly under pressure.

4. Recognize urgent safety concerns and escalate them promptly to the responsible team members.

5. Track pending issues and maintain proper operational documentation.

C. UX research & product improvement:

1. Collect and organize customer feedback.

2. Identify usability issues and pain points in the user journey.

3. Assist with user interviews, surveys, and basic usability testing.

4. Observe how customers interact with digital products and identify opportunities for improvement.

5. Share findings and recommendations with the product and design team.

D. Data analytics & reporting:

1. Maintain customer feedback and complaint records using Excel or Google Sheets.

2. Categorize customer queries and identify recurring patterns.

3. Prepare basic reports and summaries to support decision-making.

4. Help track response times, resolution times, complaint categories, and customer satisfaction.

5. Use data to suggest improvements to customer experience and operational efficiency.

E. Documentation & team collaboration:

1. Assist in preparing FAQs, customer support guidelines, and standard operating procedures (SOPs).

2. Prepare weekly summaries of customer feedback and operational observations.

3. Maintain clear and organized records of issues and resolutions.

4. Collaborate with the operations, design, and product teams.