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Co-op Customer Success
Full-time
Email Industries is looking for a tech-savvy, process-oriented Co-op Student to join our Customer Success team. In this role, you won't just learn the ropes of email deliverability, you will actively help build the future of our operations. You will start by shadowing veteran Customer Success Managers (CSMs) to understand how we consult with clients on complex technical deliverability issues (such as SPF/DKIM/DMARC setups, sender reputation, and inbox placement). Once you understand our workflows, you will collaborate with your manager to identify, design, and implement AI tools and automations that eliminate repetitive tasks.
Key Responsibilities
Shadow & Learn: Observe the CSM team during client consultations, technical audits, and daily deliverability monitoring
Process Mapping: Analyze current workflows to identify inefficiencies, manual bottlenecks, and repetitive data entry tasks
AI & Automation Innovation: Research and propose low-code/no-code solutions and AI prompting strategies to streamline CS delivery
Implementation: Build, test, and deploy approved automation prototypes (e.g., automated report builders, AI-driven bounce log categorizers, alert systems) by Day 60
Documentation: Create clear Standard Operating Procedures (SOPs) for any tools or workflows you build
Required Skills & Qualifications
Customer Service Skills
Empathy & Active Listening: ability to observe CSMs, identify daily bottlenecks, and listen to client challenges
Technical Translation: strong communication skills to translate complex technical issues (DNS, SMTP error codes, blacklists) into client-friendly language
Consultative Mindset: proactive, service-oriented attitude focused on high-quality outcomes
AI Skills
Generative AI & LLMs: hands-on experience with modern AI models (e.g., ChatGPT, Claude, Gemini) to analyze, draft, and summarize text
Prompt Engineering: ability to design, write, and refine structured, contextual prompts
AI Guardrails & Evaluation: understanding of AI limitations and ability to design human-in-the-loop approval workflows
Automation Skills
No-Code/Low-Code Platforms: familiarity with tools like Zapier, Make (Integromat), or Microsoft Power Automate
Process Mapping: ability to visualize, map, and diagram a multi-step manual process
Technical Fundamentals: basic understanding of web technologies (APIs, JSON payloads, webhooks). Light coding/scripting experience (Python, JavaScript, Google Apps Script) is a strong asset
