Customer Service and Support Intern

About the internship

Vela (www.velarewards.com) is a UK consumer rewards app that pays people for healthier and more sustainable shopping. Members earn rewards by scanning receipts, connecting their email receipts, or linking their card, and redeem them for vouchers from brands they love. We're a small team across London and Hyderabad, building fast and close to our members.

You'll be the first point of contact for Vela members and the voice of the customer inside the team. You'll answer support queries, look after our member community, and turn what members tell us into clear insights for the product team. This role is designed as a path into product. Strong performers will take on more product work over time, from writing up feature requests to helping test and shape new releases.

Selected intern's day-to-day responsibilities include:

1. Respond to member queries through in-app chat and email, including rejected receipts, missing points, and voucher redemption issues.
2. Moderate and engage with Vela's member community across channels, including the Vela members WhatsApp group.
3. Investigate member issues, reproduce bugs where possible, and escalate them to the engineering team with clear reports.
4. Track and categorize member feedback to identify recurring problems, requests, and trends.
5. Share regular summaries of key member pain points and suggested improvements with the product team.
6. Help create and improve help-centre articles, saved replies, and FAQs.
7. Test new features before release and identify anything confusing or problematic from the member's perspective.

The role offers a path into product, with strong performers taking on additional product responsibilities such as writing feature requests and helping test and shape new releases.

Who can apply

Only those candidates can apply who

• are available for full time (in-office) internship
• can start the internship between 6th Oct'26 and 10th Nov'26
• are available for duration of 6 months
• have relevant skills and interests
• * Women wanting to start/restart their career can also apply.

Stipend

INR₹ 10,000 - 12,000 /month

Deadline

2026-11-05 23:59:59

Other perks

Certificate, Letter of recommendation, 5 days a week

Skills required

MS-Excel, Google Docs, Problem Solving, Technical Support, English Proficiency (Spoken), English Proficiency (Written), Customer Support and Claude

Other requirements

• requirements

• 1. Excellent written English with clear, friendly, and concise communication skills.
• 2. Empathy, patience, and good judgment when handling customer concerns and escalations.
• 3. A structured and detail-oriented approach to tracking issues and following them through to resolution.
• 4. Curiosity about how products work and how users interact with them.
• 5. Familiarity with tools such as Google Sheets, Notion, or Slack, with the ability to quickly learn new tools.
• 6. Availability to work full-time for the duration of the internship.

• nice to have

• 1. Previous experience in customer support, community management, or operations, including part-time or volunteer experience.
• 2. Interest in product management, consumer apps, rewards, or sustainability.
• 3. Experience with support tools such as Crisp, Intercom, or Zendesk.
• 4. Basic data skills, including creating pivot tables or simple charts in spreadsheets.

About company

Most loyalty programmes reward one thing: how much you spend. We think they should reward something that matters more: the choices you make.

Vela is a UK rewards app used daily by thousands of members. We use item-level purchase data from across retailers to reward everyday decisions, so healthier and more responsible choices earn more. Members scan receipts, connect their email or link a card, then redeem their points for vouchers and experiences from brands they love. The idea is simple: if you're already making better choices, they should count for something.

We're backed by Mastercard Start Path & Microsoft for Startups and we're a small, fast-moving team across London and Hyderabad.