Customer Support Associate
Synthesia is an active London-based enterprise AI video platform that lets businesses create, localize, manage, and publish videos using AI avatars and voiceovers.
Funding history
About Synthesia
Synthesia Limited provides browser-based AI video creation for business communications, training, sales enablement, marketing, and support. Its platform includes AI-assisted creation, avatars, voiceovers, translation/localization, collaboration, and publishing workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will provide frontline support through email, chat, and social media. You will resolve customer issues, escalate complex cases, maintain customer records, collaborate with specialist teams, and meet support KPIs. You will maintain product knowledge and provide feedback that improves support processes and procedures.
Requirements
- At least 1 year of technical support experience
- Verbal and written communication skills
- CRM and customer support software experience
- Experience with Zendesk, Freshdesk, Intercom, HubSpot, or Salesforce
- Time management and multitasking skills
- Ability to work in a fast-paced environment
- Ability to work independently and as part of a team
- Flexibility to work different shifts, bank holidays, and weekends
Responsibilities
- Respond to customer inquiries through email, chat, and social media
- Provide information and support to resolve customer issues
- Escalate complex issues to Tier 2 support
- Collaborate with technical support specialists, product specialists, and leadership
- Maintain customer information in Intercom and Salesforce
- Meet response-time, resolution, and customer-satisfaction metrics
- Maintain product, service, and process knowledge
- Provide feedback to improve support processes and procedures
Benefits
- Stock options
- Hybrid working environment for New York-based employees
- Medical, dental, and vision coverage
- 401k plan
- Paid parental leave
- Regular social events
- Referral scheme
- Computer and monitor