Customer Support Associate

Synthesia is the world’s leading AI video platform for business, used by over 90% of the Fortune 100. Founded in 2017, the company is headquartered in London, with offices and teams across Europe and the US. As AI continues to shape the way we live and work, Synthesia develops products to enhance visual communication and enterprise skill development, helping people work better and stay at the center of successful organizations.Following our recent Series E funding round, where we raised $200 million, our valuation stands at $4 billion. Our total funding exceeds $530 million from premier investors including Accel, NVentures (Nvidia's VC arm), Kleiner Perkins, GV, and Evantic Capital, alongside the founders and operators of Stripe, Datadog, Miro, and Webflow.As a Customer Support Representative (CSR) you will act as the frontline key person, responsible for providing support and assistance to customers who have inquiries or issues with our product or services.The role:Respond to customer inquiries via email, chat, or social media in a timely and professional mannerProvide accurate information and support to customers to resolve their issuesIdentify and escalate complex issues to Tier 2 support when necessaryCollaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issuesRecord and maintain accurate customer information within our CRM systems (Intercom & Salesforce)Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfactionContinuously improve your own product knowledge and remain up to date with our product, services and processesProvide constructive feedback to the business and leadership team to improve customer support processes and proceduresAbout you:High school diploma or equivalent; college or a degree in a related field is desirable but not essentialAt least 1 year experience within a technical support environmentExcellent verbal and written communication skillsCustomer-oriented mindset with a strong desire to exceed customer expectationsAbility to multitask and manage time effectivelyGood computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)Ability to work in a fast-paced and dynamic environmentAbility to work independently and as part of a teamFlexibility to work different shifts, bank holidays and weekends as and when requiredSuccess will be measured on:Key Performance Indicators (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, ProductivityIn addition to being a part of a great team, working in a fun and innovative environment, we offer:A competitive salary + stock options in our fast-growing Series D startupHybrid working environment for NY based employees100% Medical, Dental & Vision401k PlanPaid parental leaveFun culture with regular socialsA generous referral schemeA brand new computer + monitor