Job Requirements
Phenom is a global leader in Talent Experience Management (TXM), transforming the way organizations attract, engage, and retain talent through AI-powered solutions. We are a fast-growing, innovative company redefining the Talent Experience and making a real impact on how people connect with meaningful work.
Phenom is seeking a motivated and detail-oriented Global Customer Care (GCC) Summer Intern to join our team. As a leader in the HR technology industry, we are committed to delivering a world-class support experience that helps our customers maximize the value of the Phenom platform.
This internship is designed for individuals interested in building a career in customer support, customer success, or SaaS operations. As a GCC Intern, you will work closely with Associate Care Leads (ACLs) and Customer Care Tier Leads, supporting customer health initiatives, escalation management, and continuous improvement efforts.
You’ll gain hands-on exposure to how a global support organization operates, including how we manage customer relationships, resolve issues, and proactively improve the support experience.
What You’ll Do
• Support Tier Leads and Associate Care Leads in managing day-to-day customer support activities
• Assist in tracking and documenting at-risk customer situations and “back-to-health” plans
• Monitor support tickets and help identify trends, recurring issues, and potential escalations
• Participate in internal meetings and customer calls to observe support health reviews and escalation management
• Help prepare reports and summaries on support metrics such as case volume, escalations, and response times
• Assist with follow-ups on open issues to ensure timely resolution and strong customer communication
• Contribute to knowledge base updates, documentation, and process improvement initiatives
• Partner with cross-functional teams (Product, Engineering, Customer Success) to gather information and support issue resolution
• Learn and apply support best practices, tools, and processes within a SaaS environment
What You’ll Learn
• How to manage customer support health in a SaaS organization
• Best practices for handling escalations and reducing customer effort
• Exposure to tools like ticketing systems (e.g., Jira, ServiceNow) and support analytics
• Foundational knowledge of technical concepts such as integrations, APIs, and platform configurations
• How cross-functional teams collaborate to deliver a seamless customer experience
What You Bring
• Currently pursuing a Bachelor’s degree (Business, Information Systems, Computer Science, or related field preferred)
• Strong communication and organizational skills
• Analytical mindset with attention to detail and a willingness to learn
• Interest in customer support, customer success, or technology-driven roles
• Ability to manage multiple tasks and work in a fast-paced environment
• Basic familiarity with SaaS or technical systems is a plus, but not required
Why Phenom?
• Gain real-world experience in a high-impact, customer-facing organization
• Work alongside experienced support professionals and leaders
• Develop practical skills in customer management, problem-solving, and SaaS operations
• Opportunity to contribute to meaningful projects that improve customer experience
• Potential pathway to future full-time opportunities within Global Customer Care
Benefits
We want you to be your best self and to pursue your passions!
• Benefits/programs to support holistic employee health
• Flexible hours and working schedules
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!
Diversity, Equity, & Inclusion
Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.
We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!
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