Research Intern

Nikah Forever; New Delhi; On-site; INR 167,400 - 223,200; Part time

Job summary

Nikah Forever, located in New Delhi, India, is seeking a Support Research & Customer Experience Intern. The role involves conducting market research, analyzing customer behavior, and improving customer experiences. The ideal candidate will collaborate with various teams to enhance service quality and operational efficiency.

Responsibilities include identifying operational challenges through research and engaging in cross-functional projects aimed at service and process improvement. Students pursuing an MBA or BTech/BCA/MCA are encouraged to apply for this unique opportunity.

Qualifications

• Curious, detail-oriented, solution-focused mindset.
• Interest in customer experience and support operations' impact on business growth.

Responsibilities

• Conduct market and competitor research to identify best practices.
• Map and evaluate the entire customer journey.
• Assist in creating and updating operational documents.
• Research AI tools and automation solutions for support operations.
• Collaborate with cross-functional teams to recommend solutions.

Job description

About Nikah Forever

NikahForever is India’s leading Community Matrimony platform, dedicated to making marriages simple and accessible. With a mission to foster a stronger community, we have proudly facilitated 70,000+ successful matches and served over 2 million+ members. By leveraging AI-based algorithms, we streamline the process of searching and connecting with compatible profiles. Our platform redefines how people perceive and approach marriage, ensuring an easy and efficient experience.

About this job

The Support Research & Customer Experience Intern will work closely with the Support Department to study customer journeys, identify operational challenges, conduct market research, and contribute to service improvement initiatives. The ideal candidate is curious, detail-oriented, solution-focused, and interested in understanding how customer experience and support operations impact business growth.

Responsibility

Research & Analysis Conduct market and competitor research to identify customer support and service best practices. Study industry trends in matrimony, customer service, assisted matchmaking, and customer engagement. Analyze customer behavior and service patterns to identify opportunities for improvement.

Customer Experience Improvement Map and evaluate the customer journey from registration through subscription, relationship manager assignment, profile sharing, support interactions, and issue resolution. Review customer feedback, complaints, support tickets, call records, and chat interactions to identify recurring issues and service gaps. Recommend practical solutions to improve customer satisfaction and overall service quality.

Process Improvement & Documentation Assist in creating and updating SOPs, escalation matrices, process documents, knowledge bases, and training materials. Support process audits and identify areas where operational efficiency can be improved. Participate in service quality enhancement projects and operational reviews.

AI & Automation Projects Research AI tools and automation solutions relevant to customer support operations. Explore opportunities for: Automated email responses Ticket categorization and routing WhatsApp/Meta support workflows Quality assurance audits Support productivity enhancements Assist in testing and documenting automation initiatives.

Strategy & Cross-Functional Collaboration Work on customer experience, service quality, and operational improvement projects. Collaborate with Support, Sales, Marketing, QA, and Technology teams to understand business challenges and recommend solutions. Prepare reports, insights, presentations, and recommendations for management.

Qualification

Students currently pursuing: MBA Btech BCA/MCA