Customer Support Manager - New York

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! Today we are a +200-person company having recently closed our Series C investment round of $90m from names like Mark Cuban, First Mark Capital, Kleiner Perkins, Seedcamp, Google Ventures and more! Currently ranked 4.8/5 on G2 🌟 and we are officially a Unicorn company!! 🦄🎉

Join the rocket ship while it's taking off! 🚀

As a Support Leader, you have the important role of leading a dynamic group of support representatives to deliver exceptional customer service and resolve issues efficiently ranging from tier 1 to tier 3 support. Alongside the Head of Support, you'll set performance goals, provide coaching, and ensure your team meets targets. With your deep product knowledge, you'll be able to guide both customers and support representatives alike. In addition to this, you will also collaborate with other departments to enhance customer experience, analyse metrics to drive improvements, and foster a positive team environment.

The role...

• Lead and manage a team of support representatives, providing guidance, coaching, and performance feedback.
• Set performance goals and objectives for the team, monitor progress, and take necessary actions to achieve targets.
• Ensure the team delivers high-quality customer service, addressing customer inquiries and resolving issues in a timely manner.
• Develop and maintain a deep understanding of the company's products, services, and processes to provide accurate information and assistance to customers and team members.
• Collaborate with other departments, such as sales and product development, to resolve complex customer issues and improve customer experience.
• Identify training needs and provide ongoing training and development opportunities to enhance the skills and knowledge of team members.
• Analyse support metrics and reports to identify trends, areas for improvement, and implement effective strategies to enhance team performance.
• Foster a positive and collaborative team environment, promoting employee engagement and motivation.
• Handle escalated customer complaints or issues, ensuring timely and satisfactory resolution.
• Stay updated on industry trends, best practices, and emerging technologies to drive continuous improvement in support operations.

About you...

• 2+ years proven experience in a similar support team leadership role is a must.
• Excellent leadership and people management skills.
• Strong customer service orientation and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Proficiency in using support tools and systems.
• Strong analytical and decision-making skills.
• Knowledge of CRM software and ticketing systems.
• Previous experience in the technology/software industry is preferred.
• Must be located in the New York City metro area.

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

Working Hours?

As a global company with customers all around the world, we need to ensure that we are available to provide support 24/7. We are seeking a leader who is willing to follow their team's schedule, which includes Monday through Sunday, including bank holidays, and any hours between 6am and 12am.

The good stuff...

Alongside this, we have a generous benefits package below:

• Flexible WFH schedule 🏢
• Generous stock-option plan 📈
• Discretionary based bonus 💰
• 100% Medical, Dental & Vision 👩‍⚕️
• 401K Plan 🧓
• 25 days of Annual Leave + Public holidays 🏝️
• 4 week paid sabbatical after 4 years at the company + $10,000 😍
• Fun culture with regular socials and company retreats 🎉
• Referral scheme 📨
• WFH set up 💻

💰 Salary: $70k-$80k (depending on experience)

🌎 Location: New York City, Nomad District 🗽

If you want to be a part of building a legendary company,

COME JOIN US!

😊

☮️ Synthesia is fully committed to Equality, Diversity and Inclusion ☮️

Our ambition is to have an environment that is equitable, diverse and inclusive for all our employees now and in the future.

We believe that everyone at Synthesia is equally important, that we should celebrate diversity and the value it brings, and that everyone should feel they belong.

We want to be a business that champions equality and an inclusive culture; where there are no barriers to colleagues realising their potential; and where every individual feels valued, respected and accepted. 🏳️‍🌈