Customer Success Intern - Park ; Winter

Customer Success Intern - Park City (26/27 Winter)

Motion Metrics Ltd is a London-based, sports technology scale-up with offices in London (UK) and Innsbruck (Austria). Our first product is Carv, the world's first digital ski coach. Our smart trackers retrofit to any ski boot to measure motion, which is then processed via our iOS or Android app to provide real time coaching.

We have worked with top-level instructors from PSIA (The Professional Ski Instructors of America), CSIA (Canadian Ski Instructors Association) & Interski to create algorithms that effectively assess ski technique. Carv gives real-time feedback through your headphones, to help take your skiing to the next level through practical, skier‑specific advice.

Carv is pioneering a new type of sports wearable device within the fast‑growing sports‑tech industry. This far, sports wearables have focused on tracking and motivation. But Carv offers a teaching and coaching service, forging a new path within this sector. Carv has the capacity to transform ski technique by providing one‑on‑one coaching for each day of skiing — and we’re then able to use the learnings from thousands of athletes to improve the technique of an individual skier in fun, interactive and effective ways.

This is an outstanding opportunity to work in a fast‑growing, sports technology scale‑up in London, alongside a fantastic team of operations and marketing experts, hardware and software engineers, who are all passionate about changing the paradigm of coaching.

The 26/27 season marks a significant milestone for Carv: the launch of our first US office in Park City.

As one of our inaugural US‑based interns, you’ll be at the forefront of establishing how Carv shows up for its North American customers. Your areas of focus will be across Membership & Sales, Product and Logistics, while also helping to shape the norms, culture and working practices of a brand new office location. You will work closely with the London and Innsbruck team throughout, but you’ll also bring your own perspective on what great customer experience looks like for a North American audience.

This role suits someone who gets energised by figuring things out, not just following a script, and who wants to look back at the end of the season knowing they helped to build something.

The successful applicants will spend five days per week in the Park City office.

• Process and respond to customer queries across all Carv communication channels
• Handle incoming customer calls regarding billing issues, product questions and general customer concerns
• Be part of a global intern team, solving problems and turning frustrated customers into loyal ones
• Work cross‑functionally with other departments during your rotations
• Feed back real member insights to the Product team, with a direct impact on the business from day one
• Help establish and document ways of working for the Park City office, contributing to processes and not just following them
• Serve as a cultural ambassador for Carv in the US, bringing local knowledge and perspective to a global tea m

We’re looking for someone who combines the warmth and professionalism of a great customer‑facing service, with the initiative and adaptability of someone comfortable in new territory. This role will suit a self‑starter who can handle ambiguity and see that as exciting rather than unsettling.

• Is outgoing, articulate and a confident communicator in person, over the phone and through email, fluent in English
• Is highly organised and able to manage their own workload without close supervision
• A knack for problem‑solving is a must, with the ability to form and communicate ideas in a clear and concise manner
• Is patient and able to deal with difficult or frustrated customers in a positive and professional manner
  
  Brings a proactive mindset, spots what needs doing and does it, rather than waiting to be told
• Enjoys working in close collaboration with team members, while also having the capacity to self‑manage and prioritise their workload independently
• Is comfortable helping to build and refine processes in a setup that’s new, not established
• Thrives in…