Customer Success Intern - London, United Kingdom - Carv by Motion Metrics

Description

We are looking for passionate, driven and committed Customer Success Interns, with an interest in skiing, to become key members of our Customer Experience team for the 2023/4 season.

About Carv and Motion Metrics
Motion Metrics Ltd is a London-based, sports technology scale-up with offices in London (UK), Innsbruck (Austria) and Shenzhen (China). Our first product is Carv, the world's first digital ski coach.

Our smart inserts and trackers retrofit to any ski boot to measure motion (in 9-axis) and pressure data; this is then processed via our iOS or Android app to provide real time coaching.

We have worked with top-level instructors from PSIA (The Professional Ski Instructors of America), CSIA (Canadian Ski Instructors Association) & Interski to create algorithms that effectively assess ski technique.

Carv gives real-time feedback through headphones to help you take your skiing to the next level through the provision of practical, skier-specific improvements.

Carv is pioneering a new type of sports wearable device within the fast-growing sports-tech industry.

Thus far sports wearables have focused on tracking and motivation but Carv offers a teaching and coaching service, forging a new path within this sector.

Carv has the capacity to transform ski technique by providing one-on-one coaching for each day of skiing and we are able to use the learnings from thousands of athletes to improve the technique of an individual skier in fun, interactive and effective ways.

This is an outstanding opportunity to work in a fast-growing, VC-backed sports technology scale-up in London, alongside a fantastic team of operations and marketing experts, hardware and software engineers, who are all passionate about changing the paradigm of coaching.

Here's what the press are saying:

• "The biggest testament to Carv's coaching abilities is that I could see my skiing improving in only a few hours." -_ _5* review in Stuff Magazine_

- "Carv is surprisingly addictive" - _Financial Times_
- "The speed with which real-time coaching was ironing out the wrinkles in my technique was striking. There's no other way to get feedback quite like this. Instructors can only give you a debrief after your descent — and even then it will be based on what they suppose is going on in your boots. Carv's coaching comes straight from the sole." - _Sunday Times_


About the role
We are looking for individuals to help us to forge this new path within the sports-tech industry.

After two weeks of onboarding and training, the successful applicants will spend time in different areas of Customer Success (Membership, Sales, Hardware, Software and Logistics) gaining valuable exposure to different areas of the business operations.

The successful applicants will spend up to three months based in our accommodation and office in Innsbruck, the capital of the beautiful North Tyrol region and a world-renowned snowsports destination.

Here, they will be provided with accommodation in our company flat in the city, with easy access to various resorts in Austria.

It is a fun opportunity to live, work and ski with senior members of the team and gain exposure to the wider business and day-to-day operations.

Outside the rotations based in Austria, the work will be based in our London office in Vauxhall (where we have a flexible work policy).

With a start date of October 2023, with internships running until March 2024.


In the role, you will:

• Work closely with the Operations team within Carv, providing a direct impact on the business from day one
• Be at the forefront, helping to devise solutions and suggest improvements to any problems under the customer experience umbrella
• Process and respond to customer queries through all of Carv's communications channels
• Answer incoming customer calls regarding billing issues, product queries and general customer concerns
• Be part of a team of interns to help drive success by problem solving and turning frustrated clients into repeat customers
• Work on cases with other departments while in specific rotations
• Is friendly and articulate, and fluent in English
• Is an outgoing person that is organised and diligent
• Is able to form and communicate ideas in a clear and concise manner
• Enjoys working in close collaboration with team members, while also having the capacity to selfmanage and prioritise their workload independently
• Is patient and able to deal with difficult or frustrated customers in a positive and professional manner
• Thrives in a fastmoving and evolving work environment
• Is computer literate, with a good knowledge of Google Docs and MS Office, especially Excel, as well as the confidence to get to grips quickly with our internal software systems.

Advantageous, but not required:

• A skier with a love of the great outdoors and some knowledge of ski technique and equipment
• Conversational language skills

Location
The internship will be based out of our London offi