Based in Bordeaux, you will join Eva’s team within the Customer Care department for a 3 to 6 month internship.

The Customer Care team at pony is made up of 5 people dedicated to supporting our users daily and making sure their voices are heard across teams.

Your mission: provide the best possible experience to our users. You’ll be in direct contact with them, handling their requests and sharing their feedback internally to actively contribute to the continuous improvement of our product and service.

Main Responsibilities

User support: Handle incoming requests via chat, email, and phone, delivering clear, prompt, and empathetic responses.

Ticket analysis: Analyse customer tickets (types of requests, root causes, response quality) and help produce reporting to improve internal processes.

Quality & audit: Review some of the conversations handled by agents and evaluate them using a quality checklist, with a continuous improvement mindset.

User surveys: Occasionally conduct calls or surveys to gather feedback on features, better understand pain points, and share insights with the product or tech teams.

• Comfortable communicating and working in a team, with strong interpersonal skills

• Excellent written and spoken French; English proficiency is a strong plus

• Comfortable on the phone and able to handle situations calmly and efficiently

• Dynamic, motivated, and committed to supporting users in their daily experience

Nice to have:

• Previous experience in customer support

• A genuine interest in micro-mobility

• Initial call with Laura, HR : a 30-minute conversation to align on expectations

• Culture fit test: a short written exercise (10 min) to confirm alignment with our values.

• Case study + interview with Eva, CS Manager: a hands-on exercise to assess your skills, followed by a discussion to present your results and go deeper into the role and expectations.