Customer Engagement Intern (part-time, remote)

About MagicBus, Inc.

Our mission is to take cars off the road by making it safe and easy to vanpool.

A vanpool is a group of people who commute together, usually in a shared van. It’s an excellent, cost effective way to commute, used by hundreds of thousands of Americans, but the industry is largely offline. It’s difficult to find, join, and start vanpools.

We build software that fixes this, making vanpooling simple and flexible. We believe that in a post-Covid world, it will be more important than ever to rethink shared transportation and make it more adaptive.

Our customers are organizations like transit agencies and employers who have existing vanpool fleets. We provide these customers with our SaaS platform that manages their vanpool programs. We capture real time information about open seats, then make those seats available to book through our app. We also make it easy for people to crowdsource and start new vanpools.

What are we up to?

Over the past two years, we’ve already served more than 10,000 riders from over 150 organizations with a pilot product. We raised a Series-A funding round in November 2019 and since then are focused on building the next iteration of a delightful product. As we exit out of this pandemic in 2021 and more workers start commuting back to the office again, we are scaling our engineering, product, sales and marketing, and customer engagement team.

About the role

MagicBus is seeking a university student interested in gaining work experience at a high-growth technology start-up. The individual will work closely with the CEO and Customer Engagement Manager on the launch, delivery, and operations of our transportation software.

You will be play a key role in supporting the entire end-to-end customer care on the B2B and B2C sides. You’ll be putting on many hats, acting as a program manager, delivery manager, product manager, account executive, and customer support all-in-one. Activities include delivering our product and services that enable our B2B customers to realize their business outcomes, training and onboarding customers, pioneering the customer support process to the B2C end-users, and continuously gathering feedback from the B2B and B2C customers to inform our product and services roadmap.

This is a part-time in-school internship position, preferably ~20 hours per week and preferably at least 1 semester. Success in the role can lead to summer internships and full-time employment in a Chief of Staff role or other internal roles.

If you are a go-getter, quick learner, entrepreneurial, detail-oriented, great communicator, and can roll-up your sleeves to take action while dealing with ambiguity, then we want to hear from you!

Responsibilities

Delivery

• Support the Customer Engagement Manager in the plan, organize, and delivery of the MagicBus SaaS product for a B2B customer. This includes developing and managing project plans, project schedules, team goals, project milestones, budgets, and defining success criteria
• Collaborate with the sales team to understand our customers’ needs, their business, how success is defined, and ensure we are exceeding expectations in delivering customer outcomes
• Collaborate with product and engineering team to set up the product for the customer, quality check the product, and approve the final product delivered to the customer
• Draft materials for onboarding, training, and needs & analysis meetings with customer

Operations

• Support the day-to-day operations of B2B and B2C customers using our product. This will inevitably reveal complexities and challenges. Dive deep to solve these problems and document learnings and processes along the way.
• Provide on-call front-line customer support and improving upon the customer support function
• Draft materials needed in program review meetings with B2B customers

Business Operations

• Run company payroll (<10% of time)
• Provide other support to the CEO and Customer Engagement Manager as needed.

Prior Qualifications

The ideal candidate will be pursuing a bachelors’ degree from a top-tier university, a strong GPA, and previous internship/work experience, ideally at a startup or professional services company. In addition, the candidate is:

• Important: Highly emotional intelligent, empathetic, and customer-oriented
• Important: Highly organized and detail-oriented
• Excellent work ethic and positive, can-do attitude
• Able to navigate through high ambiguity situations
• Excellent analytical, verbal, and written communication skills
• Expertise with Google tools like Docs, Slides, Sheets, Data Studio
• A self-starter who requires little direction but asks for help when needed
• A hustler who drives to achieve a successful outcome
• Highly interested in startups, technology, transportation, and sustainability

Benefits

In this role, you will

• Learn a ton about how to launch and deliver real-life impactful projects, manage various aspects of a project including schedules/timelines/risks, talk to customers and understand customer’s true needs
• Get a holistic view of what it's like to build a company from the ground up from getting customers to operations
• Build relationships with professionals in the transportation industry
• Make significant impact for our company