Join Synthesia as a Customer Support Associate, providing top-notch support in a hybrid work environment.
Posted by employer 3 weeks ago
First seen on Joblaze 1 week ago
Last verified on the company career page 1 day ago
Requirements
- Experience
- 1+ years
- Education
- High school
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
In the role of Customer Support Associate at Synthesia, the individual will engage directly with customers, addressing inquiries and resolving issues through various communication channels. Proficiency in CRM systems like Intercom and Salesforce, along with strong communication skills, are essential for success in this position. This role is ideal for someone with at least a year of experience in technical support, who thrives in a fast-paced environment and is eager to enhance customer satisfaction. Synthesia's innovative culture and recent funding highlight its commitment to growth and excellence in AI-driven solutions.
Joblaze insights
- Listed 9 days ago on Joblaze — tracked directly from Synthesia's career page.
- Synthesia has 61 other open roles including Solutions Engineering Manager , Solutions Engineering Manager , Solutions Engineering Manager.
- 1198 active Salesforce roles on Joblaze right now.
- 252 active HubSpot roles on Joblaze right now.
- 242 active CRM roles on Joblaze right now.
- Salary band is below the typical range for comparable tech roles (median ~$127,000).
- Pays more than 4% of the 628 salaried Salesforce roles we track (median $128,000). See Salesforce salary trends
Quick facts
- Is the Customer Support Associate role remote?
- It's hybrid — Synthesia expects some on-site time in New York City.
- What's the salary range?
- Synthesia lists $50,000–$50,000 for this role.
- How much experience is required?
- At least 1 year of relevant experience for this Customer Support Associate role.
- Where is the role based?
- Synthesia is hiring for this position in New York City.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: CRM, Freshdesk, HubSpot, Intercom, Salesforce, Zendesk.
- What seniority level is this role?
- Synthesia targets junior candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Support Associate role at Synthesia.
From the original posting
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 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 (KPI’s) 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 (KPI’s) set within the support team which include but are not limited to, Customer Satisfaction (CSAT & NPS), First Response Time, Service Level Agreement, Productivity
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 fast-growing Series D startup
Hybrid working environment for NY based employees
100% Medical, Dental & Vision
401k Plan
Paid parental leave
Fun culture with regular socials
A generous referral scheme
A brand new computer + monitor
Compensation: $50,000. The final compensation package will be determined based on experience and qualifications.