Why This Job is Featured on The SaaS Jobs
Customer Experience operations is becoming a defining battleground in SaaS as support volume scales and product complexity increases. This internship sits squarely in that shift, focusing on how AI and workflow automation can reshape recurring CX “jobs-to-be-done” into systems that are measurable, repeatable, and easier to maintain. The emphasis on prototyping and operational design reflects a broader SaaS trend: moving from reactive support to engineered service delivery.
For a SaaS career path, the role builds durable instincts around instrumentation, process mapping, and the translation of messy frontline work into tooling and data models. Working across CX, Product, Engineering, and Finance also mirrors how SaaS companies typically operationalize change—through cross-functional alignment, iteration, and clear success metrics. Experience with copilots, routing logic, SOP generation, and sentiment/quality analysis travels well across SaaS roles in RevOps, BizOps, Support Ops, and product-adjacent operations.
This is best suited to someone who enjoys structured problem-solving, learning new tools quickly, and validating ideas through small experiments rather than long planning cycles. It fits an early-career builder who wants exposure to how SaaS teams decide what to automate, what to standardize, and what should remain human-led in customer work.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role:
Our CX AI & Automation Internship is a 12-week hybrid summer experience focused on helping Gusto’s Customer Experience (CX) organization automate jobs-to-be-done, scale smartly, and design systems that deliver service customers love.
As a CX Intern, you’ll work at the intersection of AI, automation, and operational design. You’ll take on a scoped project focused on identifying and automating recurring workflows across our CX teams, contributing directly to Gusto’s AI-Native Transformation.
You’ll experiment with tools, build prototypes, test automations, and help us redesign how work gets done — freeing up time for teams while elevating customer quality. You’ll collaborate closely with cross-functional partners across CX, Product, Engineering, and Finance, and be mentored by leaders shaping the future of customer operations.
Please note: We’ll be offering only one cohort start and end date (May 18 - August 7, 2026).
Deadline to Apply: January 2, 2026
About the Team:
This role sits within Gusto’s Customer Experience (CX) organization — the team responsible for helping hundreds of thousands of small businesses every day.
Within CX, our Operations group builds the systems, insights, and processes that make customer support simple, efficient, and proactive. We combine data, automation, and human-centered design to build scalable, intelligent operations. Our goal: make change predictable, elevate customer trust, and create an AI-Native CX that blends automation with human expertise.
If you're excited to explore AI, rethink old processes, and build the future of customer work, we’d love for you to join us.
Here’s what you’ll do day-to-day:
- Identify high-volume recurring “jobs to be done” across CX teams and design automations or workflows to simplify or eliminate them
- Prototype AI-assisted solutions (e.g., process automations, workflow helpers, copilots, routing logic, SOP generators) using tools like ChatGPT, Cursor, Notion AI, or internal systems
- Analyze CX data (efficiency, quality, customer sentiment) to spot patterns and opportunities for automation
- Document and improve current-state processes, SOPs, and tooling flows with an eye toward scalability and clarity
- Partner cross-functionally with Product, Engineering, Finance, and CX teams to test, validate, and launch improvements
- Experiment with AI and productivity tools, share learnings, and contribute to CX’s AI-Native playbook. Bring research and insights on emerging trends in AI, automation, and customer operations to inform Gusto’s transformation roadmap
Here’s what we're looking for:
- Students pursuing a BS or MS in Business, Operations Management, Information Systems, Computer Science, Industrial Engineering, or related fields (expected graduation Dec 2026–Jun 2029)
- Strong analytical and problem-solving skills with attention to detail, creativity, and speed of learning
- Familiarity with Excel/Google Sheets, BI tools (e.g., Tableau), and collaboration platforms (e.g., Notion, Asana, or similar)
- Demonstrated interest or hands-on experience with AI tools (e.g., ChatGPT, Cursor, Notion AI)
- A mindset for using technology to improve human work — you enjoy experimenting, prototyping, and teaching others
- Strong communication and collaboration skills; comfortable working cross-functionally
- No advanced degree (MBA/MS) required — we’re looking for someone intellectually curious, unconstrained, and excited to build
- U.S. work authorization required (no sponsorship available)
- Hybrid role requiring 2+ days/week in one of our offices (relocation assistance provided)
Our cash compensation amount for this role is $28.37/hr for undergraduate students to $31.11/hr for graduate students in Denver and $36.30/hr for undergraduate students to $39.42/hr for graduate students in San Francisco & New York.
