Customer Success Intern

Bilzo Labs LLP | Delhi | 6-Month Paid Internship, with potential full-time conversion

About Bilzo

Bilzo Labs focuses on hyper-personalised world to deliver world class customer retention for it's clients using e-receipt, loyalty, CRM, and WhatsApp engagement software for omnichannel retail brands. We turn paper receipts into customer relationships, capturing customer data at the point of sale and helping brands run retention campaigns that actually work. We integrate directly with major retail POS systems and communication platforms like WhatsApp Business/SMS.

Why this role exists

Our clients don't just want a dashboard. They want someone on our side who understands their data well enough to catch problems before they show up, who's honest about what's standard and what's custom, and who owns the relationship end to end so nothing falls through the cracks.

We're not looking for someone with the most experience. We're looking for someone who thinks clearly, works hard, and communicates in a way that makes clients trust us more, not less. If that's you, the technical side is teachable. We'll show you how, and you'll build real things using Claude from week one.

What "communication" actually means here

We use this word a lot, so let's be specific. It has nothing to do with how polished your English is.

It means:

• You write clearly enough that a client never has to guess what you meant.
• You update people before they have to chase you, not after.
• When you say you'll get back to someone by Thursday, you either do, or you tell them by Wednesday that it's slipping and why.
• You own a conversation until it's actually resolved, not just acknowledged.

If you're someone who lets messages sit, or waits to be asked twice, this role will be a bad fit no matter how sharp you are technically.

What you'll actually do

1. Own client relationships

Be the main point of contact for a set of retail brand accounts.
Keep a running cadence of check-ins and updates. If a client is waiting on something from us, that's on you to track and push forward.
Log every open item and commitment somewhere shared, not just in your head or a WhatsApp thread that gets buried.

1. Spot what's actually going on in the data

Regularly look at client data: loyalty enrollment, campaign performance, receipt volumes, redemption rates.
Notice issues before the client does: broken loyalty rules, data mismatches, campaigns underperforming for reasons nobody's flagged yet.
Dig in enough to know whether something is a data problem, a configuration problem, or a real bug, before you escalate it.

1. Build what's missing

When you spot a gap, whether it's a report, a script, or a small internal tool, build it yourself using Claude. We use Claude Code internally and you'll have access from day one.
You don't need to know how to code coming in. You need the patience to get something working end to end, not just a demo that looks right on the first try.

Set honest expectations

When a client asks for something new, figure out fast whether it already exists, needs a small tweak, or is genuinely custom.
If it's custom, say so clearly and early, rather than letting ambiguity sit and turn into frustration later.
When a request reflects real, recurring demand, write it up properly so it can actually go somewhere.
What matters more than your resume

This is an entry-level role. We're not screening for years of experience or a specific degree. What we care about:

• Have you ever owned a real outcome end to end? A college fest, a freelance gig, a side project, a part-time job, doesn't matter what it was. We want to know you've felt what it's like to be responsible for something actually working.
• Are you comfortable being handed an ambiguous problem and figuring out where to start, rather than waiting for a detailed brief?
• Can you sit with a tool like Claude and actually get something built, not just prompt it once and give up when it doesn't work on the first try?
• Do you follow through without being reminded?

Nice to have
Some exposure to spreadsheets or basic data work.
Any prior experience, even informal, building or tinkering with something technical.
Familiarity with retail, POS systems, or loyalty programs.
The internship
6 months, paid.
Structured around a few clear checkpoints (for example: shipping a small internal tool solo by month 2, owning a client relationship independently by month 4), so both sides know where things stand well before the internship ends.
Strong performance leads to a real full-time conversion conversation, not a vague "maybe."
Reporting and setup

This role reports directly to the founder. Early on, expect it to be hands-on and close to the founders, this is a startup, not a structured onboarding program. As the client base grows, this becomes the model for how we build out customer success.