Business Operations Intern

The Experience Co; Bengaluru; On-site; INR 167,000 - 301,000; Full time

Job summary

The Experience Co is seeking a customer operations intern to support inbound customer communications across chat, email, and WhatsApp from Bangalore, in-office, for four months. You will draft participant communications, assist with payment reminders, onboarding info, and pre-trip logistics.

You will help resolve payments, refunds, and add-ons while learning the company’s policy framework. This role emphasizes clear written communication and adherence to brand voice.

Qualifications

• Strong written communication with ability to shift tone between formal policy emails and casual WhatsApp replies.
• Comfort with ambiguity and fast-moving priorities across editions.
• Attention to detail to ensure accurate payment and policy language.

Responsibilities

• Support inbound customer operations across chat, email, and WhatsApp; track First Response Time and Resolution Time.
• Draft and send participant communications: reminders, onboarding info, and pre-trip logistics.
• Support resolution workflows for payments, add-ons, and refunds/cancellations.
• Learn and apply policy framework to respond accurately and consistently.

Skills

Written communication

Detail orientation

Multichannel support

Problem solving

Tools

Notion

Slack

Automation tools

Job description

Job Summary

Inside an ExCo edition

The destination is the backdrop. The people are the point.

Bangalore. In office, Monday to Friday. Four-month paid internship.

Responsibilities

Customer operations support

• Help manage inbound support across chat, email, and WhatsApp tracking First Response Time and Resolution Time.
• Draft and send participant-facing communications: payment reminders, cancellation notices, onboarding info, pre-trip logistics.
• Support resolution workflows for second payments, final payments, add-ons, and refund/cancellation cases.
• Learn and apply our TC-anchored policy framework (wallet credit vs. cash refunds, validity windows, admin fee deductions, visa-rejection clauses) to draft accurate, policy-safe responses.

Escalation dispute handling

• Assist in triaging escalating customer cases and drafting resolution communications.
• Learn to write in both email and WhatsApp registers while staying consistent with brand voice.

Systems process improvement

• Support build-out of internal tools and PRDs e.g., automated payment reminder systems, AI-assisted FAQ/answer layers, chat summary dashboards.
• Help document recurring customer questions and gaps to feed into product/process improvements.
• Assist in maintaining structured formats for edition guides, FAQs, and internal playbooks.

You would be a strong fit if

• You have sharp written communication you can shift tone between "formal policy email" and "casual WhatsApp reply" without losing clarity.
• You are comfortable with ambiguity and fast-moving priorities across multiple active editions at once.
• You are detail-oriented enough to get payment and policy language right every time mistakes here cost real money and trust.
• You have a genuine interest in travel, customer experience, or operations (bonus if youve got a curious streak about AI tools/automation).
• You have a solution-first mindset youd rather propose a fix than just flag a problem.

Nice to have

• Nice to have: familiarity with tools like Notion, Slack, or basic automation platforms, and prior experience in a customer-facing or support role.

Team and growth

You will work directly with the CX Manager, getting direct exposure to how a fast-scaling experiential travel brand runs operations end-to-end.

You will get real ownership your drafts and resolutions go out to real customers, not a training sandbox and a front-row seat to internal product-building (AI tooling, automation, policy design) as it happens.