Support Design Intern – Customer Experience & Process Improvement

SWBC•San Antonio, TX

37d

About The Position

SWIVEL is seeking a motivated intern to lead projects focused on the design and improvement of customer experience processes, agent-level workflows, and internal support systems. This internship offers hands-on experience to customer support operations, process design, knowledge management, and cross-functional collaboration. You’ll work alongside Support, Product, Engineering and other departments to shape the customer support experience, measure support performance, and improve processes. Why you'll love this role: In this role, you’ll gain hands-on experience in project management, customer support operations, and process improvement while working on initiatives that truly make an impact. You’ll collaborate across teams, learning how cross-functional partnerships drive success, and receive mentorship from seasoned professionals in customer experience design. Most importantly, you’ll have the opportunity to contribute to meaningful projects that enhance customer satisfaction and shape the way we deliver exceptional service.

Requirements

Currently pursuing a Bachelor’s degree in business, marketing, information technology, or a related field.
Strong interest in project management, customer experience, process design, and operational improvement.
Excellent communication and organizational skills.
Comfortable working in a collaborative, fast-paced environment.
Basic proficiency in Microsoft Office (Word, Excel, PowerPoint); familiarity with SaaS tools is a plus.
Analytical mindset with a willingness to learn and contribute.
Able to sit for extended periods.

Responsibilities

Lead projects to improve customer support processes and identifying areas for automation.
Support the team in documenting workflows, escalation paths, and internal procedures.
Participate in quality calibration sessions and help track resolution metrics.
Learn to analyze customer feedback and operational data to identify pain points and improvement opportunities.
Collaborate with cross-functional teams (Product, Engineering, Design, Legal) during product support planning and rollout.
Help maintain project documentation and schedules under guidance from senior team members.
Contribute to the creation and updating of training materials, support documentation, and process guides.
Shadow team members to understand how support design impacts customer satisfaction and operational efficiency.
Take part in team meetings, brainstorming sessions, and project planning discussions.