Customer Support Intern

Week 1: findlucid product and support mission

• Learn the product end to end: sign-up, profiles, matching, chat, memberships, and safety controls.
• Study the support mission: empathy, accuracy, and knowing what you can and cannot do.
• Meet your mentor, agree on your weekly schedule, and write your personal learning plan.
• Read the intern handbook, data-handling rules, and privacy boundaries for member contact.

Week 2: Ticket study and tone

• Study how tickets are triaged: category, urgency, and the right first response.
• Learn the tone rules: clear, patient, professional, and honest about what happens next.
• Exercise: draft responses to sample tickets and revise them with your mentor.
• Shadow ticket handling with the founder and review real cases as exercises.

Week 3: Escalation and boundaries

• Learn the escalation paths: fraud, account takeover, threats, self-harm, harassment, payment disputes, privacy requests, legal demands.
• Study the hard boundaries: support never asks for or sees a password or one-time code.
• Exercise: write escalation notes for sample cases with all the facts a specialist needs.
• Learn refund and billing policy as a case study in explaining limits kindly.

Week 4: Knowledge base and diagnostics

• Study the support knowledge base: how articles are structured so members can self-serve.
• Practice collecting non-sensitive diagnostics and writing clear reproduction steps.
• Exercise: draft a new help article and have it reviewed for clarity.
• Phase 1 checkpoint review with your mentor and updated learning plan.

Month 2: Supervised ticket practice

• Work sample and archived tickets as exercises: triage, draft responses, and escalation notes.
• Every draft is reviewed by your mentor before anything is treated as final.
• Expand and improve knowledge-base articles as learning exercises.
• Weekly mentor topics: de-escalation language, saying no kindly, spotting what is really being asked.

Month 3: Deep dives and admin CRM notes

• Shadow live support with the founder and discuss each case afterward.
• Learn the admin CRM: how every ticket, note, warning, and refund is recorded and visible.
• Practice writing account notes that are factual, neutral, and complete.
• First portfolio piece: a support playbook section you wrote, reviewed, and polished.

Knowledge-base expansion (Months 4 to 6)

Own a section of the help center as a learning exercise: audit existing articles, fill gaps, and rewrite the weakest ones for clarity.

• Audit document listing gaps and priorities.
• Five rewritten or new help articles with review notes.

Macro and template library (Months 7 to 9)

Draft a library of approved response templates for common cases, each with usage guidance and escalation triggers.

• Template library document with usage notes.
• Review log showing what changed and why.

Support quality study (Months 10 to 11)

Study how support quality is measured, review a sample of your own practice work for quality, and write a self-assessment of your growth.

• Quality self-assessment with examples.
• Personal communication style guide.

Capstone (month 12)

Month 12: present your playbook section, knowledge-base work, template library, and quality self-assessment to the founder; discuss how a year of support study changed how you communicate.