Customer Support Representative - London
Customer Support Representative - London
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Job Description
Welcome to the video first world
From your everyday PowerPoint presentations to Hollywood movies AI will transform the way we create and consume content. Today people want to watch and listen not read both at home and at work. If youre reading this and nodding check out our brand video.
Despite the clear preference for video communication and knowledge sharing in the business environment are still dominated by text largely because highquality video production remains complex and challenging to scaleuntil now.
Meet Synthesia
Were on a mission to make video easy for everyone. Born in an AI lab our AI video communications platform simplifies the entire video production process making it easy for everyone regardless of skill level to create collaborate and share highquality videos. Whether its for delivering essential training to employees and customers or marketing products and services Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. Were trusted by leading brands such as Heineken Zoom Xerox McDonalds and more. Read stories from happy customers and what 1200 people say on G2.
In 2023 we were one of 7 European companies to reach unicorn status. In February 2024 G2 named us as the fastest growing company in the world. Weve raised over $150M in funding from toptier investors including Accel Nvidia Kleiner Perkins Google and top founders and operators including Stripe Datadog Miro Webflow and Facebook.
The role:
- Respond to customer inquiries via email chat or social media in a timely and professional manner
- Provide accurate information and support to customers to resolve their issues
- Identify and escalate complex issues to Tier 2 support when necessary
- Collaborate with other teams such as technical support specialists support product specialists and leadership to resolve customer issues
- Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
- Meet individual and team performance metrics (KPIs) such as first response times first contact resolution rates and customer satisfaction
- Continuously improve your own product knowledge and remain up to date with our product services and processes
- Provide constructive feedback to the business and leadership team to improve customer support processes and procedures
About you:
- High school diploma or equivalent
- At least 1 year experience within a technical support environment
- Excellent verbal and written communication skills
- Customeroriented mindset with a strong desire to exceed customer expectations
- Ability to multitask and manage time effectively
- Good computer skills and experience with CRM systems and other customer support software (Zendesk Freshdesk Intercom Hubspot Salesforce)
- Ability to work in a fastpaced and dynamic environment
- Ability to work independently and as part of a team
- Flexibility to work different shifts bank holidays and weekends as and when required
Success will be measured on:
- Key Performance Indicators (KPIs) set within the support team which include but are not limited to Customer Satisfaction (CSAT & NPS) First Response Time Service Level Agreement Productivity
Working Hours:
As were a global company with global customers we need to ensure were available to support 24/7. Were looking for someone who is happy doing shift work MondaySunday inclusive of bank holidays any hours between 6am 12am
Our Culture...
At Synthesia were passionate about building not talking planning or politicising. We strive to hire the smartest kindest and most unrelenting people and let them do their best work without distractions. Our work principles serve as our charter for how we make decisions give feedback and structure our work to empower everyone to go as fast as possible. You can find out more about these principles here.
The good stuff...
In 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 fastgrowing Series D startup.
Private Medical Insurance (London)
Paid parental leave entitling primary caregivers to 16 weeks of full pay and secondary 5 weeks of full pay
25 days of annual leave public holidays in the country where you are based.
Cycle to work scheme (London).
Fun culture with regular socials.
A generous referral scheme.
Pension contribution/salary sacrifice. (London)
A brand new computer monitor and an additional home office setup budget.
A huge opportunity for career growth as youll help shape a marketdefining product.
Required Experience:
Unclear Seniority
Employment Type
Full Time
