Customer Experience Intern (Summer 2027)

Bound • Ames, IA

6d • Hybrid

About The Position

The Customer Experience Intern (General) will support the CX team's operational backbone — the processes, documentation, and knowledge resources that keep the department running smoothly but rarely get dedicated attention because every team member is focused on their own day-to-day responsibilities. This role exists to give CX operations the focused attention it needs: mapping how things currently work, spotting where gaps or inconsistencies slow the team down and building the knowledge base articles, training materials and process documentation to close those gaps. In doing so, this intern directly supports Bound's mission of giving time back to the people we serve — starting with our own team. Success in this role looks like a CX department that has clearer, better-documented processes and a growing library of training and reference materials than when the internship began.

Requirements

• Currently enrolled in an undergraduate program or equivalent practical experience
• Strong written communication skills, with the ability to explain a process clearly and simply
• Detail-oriented, with the ability to follow a process closely enough to document it accurately
• Ability to organize and structure information logically for someone else to follow
• Strong time management skills and ability to work independently on assigned projects
• Comfortable asking questions and gathering information from multiple team members to understand a process fully

Nice To Haves

• Comfortable working with common productivity, documentation, and spreadsheet tools (e.g., Google Workspace or Microsoft Office); familiarity with a wiki or knowledge base platform (e.g., Confluence, Notion, Slite) is a plus
• Experience in a customer-facing role, such as customer support, retail, hospitality, or another customer-facing position
• Familiarity with school systems, sports scheduling, or education-related data and administration
• Interest in process improvement, operations, or instructional/training content design

Responsibilities

• Document existing CX processes and workflows to create a clear, current record of how the team operates
• Identify gaps, inconsistencies or inefficiencies in current CX processes
• Create knowledge base articles to fill identified documentation gaps
• Develop training materials and onboarding resources for the CX team
• Recommend improvements to existing workflows and processes
• Partner with CX team members to validate documented processes for accuracy
• Organize and maintain the CX knowledge base so materials stay easy to find and up to date
• Support rollout of new or updated processes by helping communicate changes to the team

What This Job Offers

• Career Level: Intern
• Education Level: Associate degree