IMotorbike Hiring! Customer Experience Intern in Selangor - Ricebowl

About iMotorbike

iMotorbike is Southeast Asia's pioneering e-commerce platform for buying and selling pre-owned motorcycles, offering a fast, secure, and hassle-free experience backed by 170 inspection checkpoints, a 100% money-back guarantee, warranty coverage, nationwide delivery, and bundled financing, road tax, and insurance.

Headquartered in Singapore with a growing presence in Malaysia and Vietnam, our mission is to solve the four biggest pain points in buying and selling used motorcycles: reliability, transparency, market fragmentation, and time.

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Role Overview

Our Customer Experience (CX) team owns the customer journey end-to-end — understanding why customers buy, why they don't, and where the experience falls short — and turning those insights into real process improvements.

We're looking for a CX Intern based at our Glenmarie HQ to help us understand the Malaysian customer experience firsthand. You'll speak directly with customers, validate who our customers really are, and help map how they experience our core services. This is a hands-on role: you'll get direct exposure to customer research, persona building, and journey mapping, with guidance and review from the CX Executive at every step.

Key Responsibilities

• Conduct structured interviews with buyers and non-buyers/churned prospects to understand satisfaction levels, drop-off reasons, and unmet needs, using interview guides and frameworks provided by the CX Executive
• Validate customer personas against real interview data, refining assumptions about who our customers are and what drives their decisions
• Map the customer journey across our service offerings, identifying every touchpoint from awareness through to post-service
• Identify and document friction points and process breakdowns surfaced through interviews and journey mapping
• Help define what the ideal customer experience should look like across major touchpoints
• Flag recurring complaints, risks, or process breakdowns to the CX Executive promptly