Customer Support & CX Operations Intern

This student internship is based in the support team of PR TIMES, a press release distribution service. The intern will help companies use the service and support customer experience improvements through both customer-facing work and operational improvements.

Responsibilities include answering questions by phone, email, and inquiry form; understanding the underlying problems behind inquiries; and proposing ways for customers to use the service successfully. The intern will also advise customers on improving the structure and wording of press releases so their information can reach society effectively.

The role includes creating and updating the help center, internal manuals, and support articles. These materials are intended to help customers solve issues independently and enable the team to provide fast, accurate responses. Other responsibilities include entering, organizing, aggregating, and analyzing customer support data, as well as managing lists.

As the intern gains experience, they may analyze inquiry content and usage trends, provide feedback for product improvements, identify operational bottlenecks, and propose or implement ideas for standardization and automation. The work supports team goals such as improving the call-answering rate.

No specialized knowledge or experience is required before joining. A trainer provides instruction, and the intern works with the trainer and several employees. The support team includes a department manager, 13 regular and contract employees, 21 support desk operations members, and one intern. The position is an in-office role in Toranomon, Minato-ku, Tokyo. Applicants submit a résumé, followed by document screening and one interview.