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Support Delivery Intern 4 months

2 weeks ago

Toronto, Ontario, Canada Dayforce Full time
About the opportunity:
The Dayforce Support Delivery team plays a critical role in ensuring a consistent, high-quality client support experience by coordinating communications, monitoring case activity, and supporting issue resolution across internal Support teams.
 
As a Support Delivery Intern, you will support the day-to-day activities that help maintain visibility into support cases, align internal teams, and ensure clients receive timely, clear, and consistent communications. This internship is designed to build foundational experience in support delivery, relationship management, and operational coordination, closely aligned to the Support Delivery Associate career path.

What you'll get to do:
Support Delivery & Case Coordination

Help monitor support cases and queues to ensure timely, high-quality responses, track case status, dependencies, follow-ups, and issue progression for multi-team or complex cases, and support coordination across internal Support teams.
Help identify potential experience gaps, delays, or risks, escalate findings to Support Delivery leadership, and participate in internal meetings to gain visibility into support needs and case activity.

Communications & Experience Oversight

Draft clear internal and client-facing communications such as case updates, status summaries, and follow-up notes, ensuring messaging is consistent and aligned across teams.
Assist Support Delivery Managers with preparing communication materials for client or leadership updates and help maintain documentation of resolved questions, key learnings, and communication best practices.

Documentation, Playbooks & Enablement

Contribute to Support playbooks by documenting processes, FAQs, common resolution paths, and answers to recurring questions to support peer knowledge-sharing.
Organize and maintain documentation across Confluence, internal wikis, and shared repositories, and support onboarding and enablement materials that help teams understand support workflows and expectations.

Learning & Professional Development

Build a foundational understanding of payroll tax lifecycle events, HCM system functionality, and how CRM and ticketing systems (e.g., Salesforce) are used to manage and track client support activity.
Demonstrate resourcefulness by seeking answers through documentation, peers, and cross-functional partners.

Skills and experience we value:

Currently pursuing a Bachelor's degree in Business, Communications, Operations, Information Systems, or a related field
Strong written and verbal communication skills with attention to clarity, tone, and follow-through
Strong organizational skills and ability to track multiple tasks or case activities
Interest in client experience, service delivery, or support operations
Comfortable working in a fast-paced, collaborative, and cross-functional environment
Proactive mindset with the ability to ask questions and seek solutions independently

What would really make you stand out:

Exposure to client-facing support, service coordination, or account management (academic, internship, or part-time experience)
Familiarity with CRM or support ticketing systems such as Salesforce or ServiceNow
Interest in payroll tax, HCM software, or enterprise SaaS environments
Experience with documentation tools such as Confluence or SharePoint