Customer Support Associate UK

London - UK

Monthly Salary: Not Disclosed

Posted on: 12 hours ago

Vacancies: 1 Vacancy

Job Summary

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 ourbrand video.

Despite the clear preference for video communication and knowledge sharing in the business environment are still dominated by text largely because high-quality 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 high-quality 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. Readstories from happy customersand what 1200 people say on G2.

In 2023 we were one of 7 European companies to reach unicorn February 2024 G2 named us as the fastest growing company in the 2025 we announced our series D total weve raised over $330M in funding from top-tier investors including NEA Atlassian Ventures WiL PSP Growth and existing investors such as Accel Nvidia Kleiner Perkins GV and top founders and operators including Stripe Datadog Miro Webflow and Facebook.

As aCustomer 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 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; college or a degree in a related field is desirable but not essential
At least 1 year experience within a technical support environment
Excellent verbal and written communication skills
Customer-oriented 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 fast-paced 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 Monday-Sunday inclusive of bank holidays any hours between 6am - 12am

The good stuff:
In addition to being a part of a great team working in a fun and innovative environment we offer;
Flexible WFH
Generous stock option plan
Pension
25 days of annual leave Bank holidays
Fun culture with regular socials and company retreats
Generous referral scheme
Free office snacks and regular tasty lunches!
Brand new MacBook
WFH set up

Required Experience:

Welcome to the video-first worldFrom 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 ourbrand video.Despite the cl...

Welcome to the video-first world

Meet Synthesia

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; college or a degree in a related field is desirable but not essential
At least 1 year experience within a technical support environment
Excellent verbal and written communication skills
Customer-oriented 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 fast-paced 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