Customer Experience Intern

Description

Job Summary: As a Customer Experience (CX) Intern, you will be responsible for daily customer support, customer journey mapping, feedback analysis, and AI-driven optimization to enhance the overall customer experience. Key Highlights: 1. Relaxed and collaborative environment 2. Focus on innovation and emerging trends 3. Optimizing customer experience with AI Brazil **What is the work environment like?** We strive to maintain a relaxed environment where everyone's opinions influence team decisions. We work collaboratively and creatively. We are constantly evolving and always open to new trends. **Responsibilities for this Opportunity** Responsibilities The **Smart Fit Group** is one of the largest fitness ecosystems and one of the fastest-growing groups worldwide. A **Brazilian company**, founded by **Edgard Corona**, it began its journey in 1996 with **Bio Ritmo**, promoting health, movement, and quality of life through a differentiated physical activity experience. This journey scaled with the creation of **Smart Fit**, a brand that transformed the market by democratizing access to premium fitness, making physical activity more accessible and integrated into the lives of millions of people. From there, the Group maintained consistent growth, expanding its operations and diversifying its portfolio to serve different profiles, goals, and stages of people’s fitness journeys. Today, the **Smart Fit Group** operates in over **16 countries**, manages more than **2,000 units**, and runs a comprehensive ecosystem of brands including gyms such as **Smart Fit, Bio Ritmo, and Nation CT**; **BEON Studios**, which unifies specialized studios under a single network: Race Bootcamp, Vidya Studio, Jab House, Tonus Gym, Aera Pilates, Velocity, and Kore; plus digital products TotalPass and Queima Diária. Together, these brands deliver both physical and digital experiences that broaden access to wellness—offering convenience, innovation, and strategic partnerships. **Smart Fit Group Brands:** **Smart Fit:** The world’s 3rd-largest chain of proprietary gyms, offering democratic access, technology, and comprehensive infrastructure. **Bio Ritmo:** A premium gym offering personalized training, state-of-the-art equipment, and a high-end experience. **Nation CT**: More than a high-performance center—it delivers a unique experience within a complete, modern infrastructure, emphasizing performance and community. **BEON Studios**: A high-end studio ecosystem bringing together multiple wellness and group training experiences, delivering innovation and excellence for our students and franchisees. **The Customer Experience (CX) Intern will be responsible for:** * **Customer Support:** Daily customer support across multiple channels (chat, email, WhatsApp), ensuring fast, empathetic, and efficient responses. * **Journey Mapping:** Supporting the team in identifying friction points (pain points) in the customer experience and proposing improvements. * **Feedback Analysis:** Collecting, organizing, and analyzing satisfaction survey data (e.g., CSAT and NPS) to extract valuable insights. * **AI Optimization:** Testing, implementing, and suggesting improvements in the use of Artificial Intelligence tools (e.g., chatbots, writing assistants, automation) to optimize customer support. * **Documentation and FAQ:** Updating the help center (FAQ) and internal knowledge base to ensure information remains clear and easily accessible. **Requirements** **What must you have in your toolkit:** * **Education:** Currently pursuing an undergraduate degree in Administration, Marketing, Journalism, Public Relations, Psychology, or related fields. * Familiarity with Google Workspace tools and interest in Artificial Intelligence tools. **Benefits** * Gym membership / Sports activities * Dental care coverage * Training allowance * Life insurance * Corporate university * Meal voucher * Transportation voucher **About the Organization** The Smart Fit Group owns full-service gym brands Smart Fit & Bio Ritmo, studio gym brands Race Bootcamp, Vidya Body & Mind, Tonus Muscle Lab, Jab House, and Nós, as well as digital products Total Pass and Queima Diária. Together, our brands operate over 800 units and serve more than 2.5 million active customers. We are present in Brazil, Mexico, Chile, Peru, Colombia, Dominican Republic, Ecuador, Argentina, Panama, Guatemala, Paraguay, El Salvador, and Honduras. We are the largest fitness company in Latin America and the third-largest in the world.