Description
Start date: Immediately / As soon as possible
About Synthesia
Synthesia is the global leader in synthetic media. Our vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video.
Synthesia is already working with some of the world’s biggest companies and celebrities such as David Beckham and Lionel Messi, BBC, EY, Facebook, McDonalds, Amazon and WPP.
Our Messi campaign collaboration also received a Cannes Lion Award in 2021.
About the position
The Customer Support Associate is a capable and compassionate go-getter. Having a background in customer support is nice but not a requirement. Successful team members are fast-learners and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work.
Reporting to the Head of Customer Success you’ll be the first person for prospective and existing customers to get in touch with. If you’re unable to help them with these requests yourself you’ll collaborate with other teams to ensure these requests are routed to the right people.
Responsibilities include:
- Your goal will be to maintain high levels of customer satisfaction with a focus on customer delight
- You will act as the first point of contact, you’ll know the product better than anybody and serve as the voice of the customer
- You will provide quality support via chat, and email
- You will be required to manage and prioritise requests that come through our service desk
- You’ll look at data and trends alongside your team and work out ways to improve our processes and product
This position can be fully remote, whilst you may be asked to travel to the New York office for initial onboarding there is no requirement to work from the office full time.
Requirements
- Good written communication skills with a focus on clarity and empathy
- Excellent collaboration and problem-solving skills
- Multi-tasking abilities
- Patience when dealing with tricky situations
- Drive to work autonomously and proactively
- You are an excellent teammate who gives ideas to improve processes
Bonus
- Good written communication skills with a focus on clarity and empathy
- Previous experience with managing live chats or tickets
- Previous experience working in a startup environment or technology business
- Professional-level proficiency in any non-English language. The ability to communicate in a second language is not required but could be beneficial as we scale
Success will be measured on:
- The satisfaction levels of customers you interact with. Mainly using key metrics such as CSAT or NPS
- How quickly you’re able to resolve tickets. Using metrics such as; time to resolve
Working Hours
As we’re a global company with global customers we need to make sure we’re available to support them 7 days a week. We’re looking for someone who is happy doing shift work, similar to the following shifts:
- Monday – Thursday 9am – 7pm
- Monday – Thursday 2pm – 12pm
- Friday – Monday 9am – 7pm
- Friday – Monday 2pm – 12pm
Benefits
In addition to being a part of a great team, working in a fun and innovative environment, we offer:
- A competitive compensation package;
- World class healthcare plan;
- Opportunity to progress and develop your career within the Customer Success function;
- 25 days paid annual leave (in addition to existing US public holidays);
- Flexible work from home policy;
- Annual company retreat.
Why is now a really exciting time to join Synthesia?
- Synthesia is the world’s leader in synthetic AI video generation working with some of the world’s biggest corporate and media brands
- We have crazy user traction with our first self-service product for businesses in just 12 months since the unveiling
- Despite the product still being in public beta, we have a very high NPS of 61 and growing
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