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Based in Bordeaux, you will join Eva’s team within the Customer Care department for a 3 to 6 month internship.
The Customer Care team at pony is made up of 5 people dedicated to supporting our users daily and making sure their voices are heard across teams.
Your mission: provide the best possible experience to our users. You’ll be in direct contact with them, handling their requests and sharing their feedback internally to actively contribute to the continuous improvement of our product and service.
Main Responsibilities
User support: Handle incoming requests via chat, email, and phone, delivering clear, prompt, and empathetic responses.
Ticket analysis: Analyse customer tickets (types of requests, root causes, response quality) and help produce reporting to improve internal processes.
Quality & audit: Review some of the conversations handled by agents and evaluate them using a quality checklist, with a continuous improvement mindset.
User surveys: Occasionally conduct calls or surveys to gather feedback on features, better understand pain points, and share insights with the product or tech teams.
