Care Operations Strategist - End-of-studies internship (1,8K€/month)

Our team shared’s mission is deploy AI agents to transform how patients and doctors connect We believe healthcare shouldn’t be defined by missed calls, endless waiting lines, and overwhelmed staff. Patients and professionals deserve better. Vocca builds AI voice agents that answer every call instantly, schedule and reschedule appointments, and free up staff to focus on what matters most: care. Already trusted by 15 000+ providers, we’re transforming the patient–provider relationship, one call at a time. Want to shape the future of healthcare? Join us ! • Discover our company culture and values • Here is a product teaser • Eliott's interview for Welcome to the jungle • Eliott's quick interview for Speedinvest • Articles on our A round ( techfundingnews , Maddyness , les echos , our blog ) Context Vocca builds AI voice agents for healthcare providers: they answer patient calls, book and reschedule appointments, and handle confirmations and reminders, so medical teams can focus on care. Following our $25M Series A, we are a team of 50+ across Paris and New York, working with around 240 healthcare organizations (imaging, ophthalmology, dental and more) across 700+ sites. Our users are medical secretaries, center directors and practitioners. When something blocks them, they need a clear answer, fast. Support volume grew 5x in 12 months, and we are building a Customer Experience team that keeps up: faster answers, clients who are autonomous from day one, and processes that scale. You join the CX team, within Operations, as Care Ops Intern, reporting to Sylvain, our CX Manager. Your mission Be the first point of contact for our users and make sure every request gets a fast, clear answer. Then make the next request unnecessary: turn recurring questions into guides, videos and Help Center content that make clients autonomous. Expected outcomes After 1 month: • You know the full client journey, from deployment to support, and who to call on for each topic • You handle level-1 Intercom tickets on your own, with growing complexity • You own a first recurring mission end to end (e.g. monitoring bot alerts) After 3 months: • You handle complex tickets on your own and escalate bugs with a clear diagnosis • You have audited our training content (Vocca Académie) and shipped the first missing guides and videos • You bring recurring issues and product signals to Product and Tech every week At the end of your internship (6 months): • A self-serve Help Center live, covering the most frequent requests • Onboarding content in use for the secretaries of new clients • Key CX processes documented (bug reports, escalations) and handed over cleanly What you'll own Customer support (70% of your time) • Handle incoming Intercom tickets quickly and clearly • Diagnose issues (configuration, Doctolib, bugs) and escalate to the right people • Write professional, accessible answers for a non-technical audience • Spot recurring patterns and bring weak product signals back to the team Customer experience resources (20%) • Create and maintain clear user guides (Notion, PDF) • Produce onboarding videos: scripting, and light editing with AI tools • Build a self-serve Help Center that reduces support volume • Improve the activation journey of new clients, starting with secretary training Process and scale (10%) • Document existing processes (bug reports, escalations) • Identify friction and propose concrete improvements • Work across the Product, Ops and Tech teams This role is for you if Must have: • You are available for a 6-month full-time internship, under an internship agreement (convention de stage) • Fluent written French: you write to French medical teams every day • You are comfortable with digital tools (Notion, Intercom, C