Customer Support Associate - UK London, England
Job description
Why is now a really exciting time to join Synthesia?
Synthesia's vision is to build the first fully programmable video generation platform and help everyone transform non-video content into video. We are the world's leader in synthetic AI, working with some of the world's biggest corporate and media brands; BBC, EY, Facebook, McDonalds, Amazon and WPP, to name a few! We already partner with big celebrity names such as David Beckham and Lionel Messi, a campaign collaboration which also received a Cannes Lion Award in 2021. We have crazy user traction with our first self-service product for businesses in just 6 months since the unveiling! Despite the product still being in public beta, we have a very high NPS of 71 and growing! We've raised more than $66 Million so far from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 #5 on Europe's Tech Soonicorn list
Join the rocket ship while it's taking off!
The role...
- Reporting to the Head of Customer Support, you'll be the first person for prospective and existing customers to get in touch with
- You'll know the product better than anybody and serve as the voice of the customer
- Collaborate with other teams to ensure these requests are routed to the right people
- Your goal will be to maintain high levels of customer satisfaction with a focus on customer delight
- 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
- You'll produce collateral for use on our website and knowledge hub, such as self-help articles and help videos
- You will liaise with the Product team to provide feedback and influence improvements of our product
About you...
- Capable and compassionate go-getter, a fast learner and are obsessed with giving our customers the best experience possible with prompt replies and solutions that work
- 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
- Previous experience working in a customer facing role would be an advantage but not essential
- You are based in the UK
- Good written communication skills with a focus on clarity and empathy
- Previous experience with managing live chats or tickets
- Previous experience working in a start up 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
- Key Performance Indicators (KPI's) set within the support team such as, customer satisfaction metrics (CSAT & NPS);
- How quickly and efficiently tickets are responded to using key metrics such as first response time average, first call resolution and final resolution average
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
Discretionary based bonus
Pension
25 days of annual leave + Bank holidays
4 week paid sabbatical after 4 years at the company + $10,000!!
Fun culture with company offsites (Portugal, Copenhagen, Barcelona!)
Generous referral scheme
Free office snacks and regular tasty lunches!
MacBook
We have several offices in great locations - London, New York, Copenhagen, Amsterdam, Ljubljana and Munich ✌
If you want to be a part of building a legendary company, COME JOIN US!
