Customer Success Intern

Customer Success Intern

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 2024/5 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 November 2024, with internships running until April 2025.

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

Ideal candidate

We are looking for outgoing, client-focused individuals, with the ability to produce high quality work both as part of a team and under their own initiative. Previous experience working in a customer-facing role would be advantageous, but is not required; a knack for problem-solving is a must. We need an enthusiastic individual who can listen to customer service issues and then offer a unique and effective solution to each problem. The successful candidate for this role will have a strong command of the company’s customer success policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers. The role would be ideal for a candidate who has just graduated university and is looking to spend their winter in the Alps, while also looking to get an insight into the fast-paced, young, dynamic work environment of a successful sports-tech startup.

Our candidate is someone who:

  • Is friendly and articulate, and fluent in English

  • Is an outgoing person that is organised and diligent

  • Is effective at communicating in person, over the phone and by email

  • 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 self-manage 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 fast-moving 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 office, a short walk from Vauxhall. When based in London we have a hybrid work policy to allow a flexible approach to working from home and the office.

The internship will also include time in Innsbruck, Austria during the ski season. The “heart of the Alps”, Innsbruck is a vibrant and well-connected university town with ski resorts all over the local area - the perfect mountain base.


Duration

From November 2024 until April 2025. This role is for 37.5 hours per week worked on a rota with the other interns; this will include some evening and weekend shifts.

Remuneration

  • UK National Living Wage

  • Opportunity to work from our Innsbruck office; with fully-subsidised accommodation in the company flats

  • Innsbruck season pass for local ski resorts

  • Travel to/from Innsbruck

Applications

To apply, please send your CV and a covering letter to join@getcarv.com. Please note that our first round of application reviews will happen in April.