Customer Facing Associate (intern) - US Time Zone Shift

FenixCommerce · India

Location: Noida, India (Work from Office) Shift: US Time Zone (EST/PST hours) Department: Customer Support / Client Success Duration: 6 months (with possibility of full-time conversion based on performance) Stipend: Competitive, commensurate with experience Reports To: Customer Support LeadAbout FenixCommerce

FenixCommerce is an AI-powered delivery intelligence platform built on AWS, helping mid-to-large DTC and omnichannel retailers maximize order revenue and order profitability simultaneously. Our products span Estimated Delivery Date (EDD) prediction, carrier rate shopping, order orchestration, ship-from-store routing, post-purchase tracking, and ShippingAgent AI analytics. We work with leading retail and DTC brands across footwear, apparel, and lifestyle categories.

We're looking for a Customer Facing Associate Intern based in our Noida office who will work US hours to support our American retail and DTC clients in real time. This is a great entry point into customer success and client-facing work for someone early in their career — you'll get hands-on exposure to real client interactions, ecommerce operations, and the inner workings of a fast-growing logistics-tech company, with mentorship from our Customer Support team.

This internship is ideal for someone who enjoys client interaction, has a service-first mindset, and is looking to build a Customer Success or Account Management career path. Strong performers will be considered for full-time conversion at the end of the internship.

• Support our front-line team as a point of contact for US-based DTC and retail clients during US business hours
• Help handle client queries, status updates, and routine communication via email, chat, and calls with clarity and professionalism
• Learn to triage and document customer issues, coordinate with engineering/ops teams for resolution, and follow up to closure
• Assist in monitoring client health signals (tickets, SLAs, recurring issues) and flagging risks to the account team
• Prepare clear written summaries and status updates for internal stakeholders and clients
• Support onboarding of new clients — helping guide them through setup and early-stage troubleshooting under guidance
• Build comfort working with client-side ops and ecommerce teams, learning to represent Fenix's brand and tone in every interaction

• Communication (non-negotiable): Excellent spoken and written English — neutral/American-accent-friendly phone manner, clear articulation, and the ability to write crisp, professional emails without hand-holding
• Comfortable working US time zone hours from our Noida office
• 1-3 years of experience in a customer-facing, support, or client success role
• Prior experience supporting US DTC or retail brands is a strong plus — familiarity with ecommerce operations, shipping/fulfillment terminology, or platforms like Shopify is valuable
• Strong ownership mindset — follows through on open issues rather than just logging and forgetting them
• Comfortable working with internal tools (ticketing systems, Slack, CRM) and picking up basic technical concepts (APIs, webhooks, order lifecycle) to communicate intelligently with clients
• MBA or bachelor's degree preferred; candidates with strong relevant experience will also be considered

• Experience in a logistics, shipping, supply chain, or ecommerce-tech company
• Exposure to tools like Zendesk, Intercom, HubSpot, or similar support/CRM platforms
• Prior experience on a voice process or international client-facing role

• Direct exposure to US retail and DTC brands and real client relationships from day one
• Clear growth path into Customer Success, Account Management, or Client Strategy roles
• Work alongside a lean, experienced team solving real problems in delivery and post-purchase experience for high-growth retail brands

To be considered for the role, send your profiles to nivedita.nandini@fenixcommerce.com and akhilesh@fenixcommerce.com. Priority will be given to those who submit their video introduction along with their profile.