Summer Intern - Customer Experience Operations
About UsIntrado se consacre à sauver des vies et à protéger les communautés, en les aidant à se préparer, à répondre et à se remettre des événements critiques. Notre entreprise de pointe s’efforce de devenir le partenaire de services d’urgence le plus fiable et axé sur les données, en unifiant les communications fragmentées pour fournir une intelligence exploitable aux premiers intervenants. Chez Intrado, tout notre travail a véritablement de l’importance.Intrado is dedicated to saving lives and protecting communities, helping them prepare for, respond to, and recover from critical events. Our cutting-edge company strives to become the most trusted, data-centric emergency services partner by uniting fragmented communications into actionable intelligence for first responders. At Intrado, all of our work truly matters.Responsibilities/QualificationsThis role is onsite (not a remote internship) in Longmont and housing is not provided. As such, candidates local to the Province or who list they have housing available in Colorado will be considered first.Internship DetailsAn internship at Intrado isn’t just a summer job, it’s an unforgettable experience!Start Date: May 27th- August 14thLocation: 1601 Dry Creek Drive, Longmont, Colorado 80503We are seeking a motivated, detail-oriented Intern to support our Technical Support team by helping manage customer escalations and designing a comprehensive Quality Assurance (QA) program. This role is ideal for a self-starter who is analytical, customer-focused, and eager to build structured processes that improve team performance and customer satisfaction.The intern will play a key role in developing QA standards, performance metrics, dashboards, and reporting tools while also assisting with customer escalation management. This is a highly collaborative position with meaningful impact on customer experience and operational excellence.Each Intern Will Focus On Completing a Project Designed To Provide Hands On, Career/major Relevant Project Experience That Will Have An Immediate And Lasting Impact On a Real Time Business Need. Additionally, Interns Will Have The Opportunity ToMake an Impact – you’ll complete a meaningful project that will support your career goals AND have a lasting impact on Intrado and the communities we serve.Gain Skills and Knowledge from Industry Leading Experts – through your hands on learning experience, you will work closely with and constantly learn from a team that are the best in the business.Build a Network – from fellow interns to our executive team, you’ll have endless opportunities to connect with and learn from Intrado team members during the summer and beyond.Be Mentored – we will pair you up with a mentor who will provide support throughout the internship experience to ensure your success!Be a curious and hungry learner- seek out the chance to grow from our incredible team membersShare your ideas for innovation, process improvement and ways we can delight our customerEssential DutiesCustomer Escalation SupportAssist in managing and tracking customer escalations to ensure timely resolution.Partner with support leadership to document escalation processes and workflows.Communicate professionally and effectively with upset or high-priority customers.Identify root causes of recurring escalations and recommend process improvements.Quality Assurance Program DevelopmentAssist in designing and implementing a scalable QA framework for the Technical Support team.Define QA evaluation criteria, scoring methodologies, and review processes.Develop documentation standards and best practices for case management.Conduct quality reviews and provide structured feedback recommendations.KPIs, Metrics & ReportingDesign and define Key Performance Indicators (KPIs) and performance benchmarks.Create dashboards and reports to monitor team performance, customer satisfaction, and quality metrics.Identify and implement tools to support QA tracking and performance analytics.Analyze trends and provide actionable insights to leadership.Process & Tool OptimizationEvaluate current workflows and recommend efficiency improvements.Research and propose reporting, ticketing, or QA tools to enhance visibility and accountability.Document processes and maintain clear, organized technical documentation.QualificationsCurrently pursuing a degree in Business, Communications, Operations Management, Information Technology, Industrial Engineering, or a related field. Internship, academic, volunteer, or campus leadership experience involving coordination, scheduling, or documentation is a plus. Skills & CompetenciesStrong technical documentation and written communication skills.Excellent interpersonal and customer management skills.Ability to professionally manage and de-escalate upset customers.Experience building reports, dashboards, and performance metrics Analytical mindset with comfort working with data and performance measures.Ability to work independently as a self-starter while collaborating effectively with cross-functional teams.Strong organizational skills and attention to detail.Passion for learning and a strong interest in supporting Intrado’s missionAdvanced proficiency in English language, both written and verbal, to support written and verbal communication with English speaking Employees and customers in the United States. Preferred QualificationsInterest in Customer Experience, Operations, Technical Support, or Quality Assurance. Experience with reporting tools, CRM systems, or support ticketing platforms (Service Now).Familiarity with KPI development and performance measurement frameworks.