Customer Support Associate - UK

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 +250-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 🌟 We are officially a Unicorn company!!!🦄🎉Not sure what we’re talking about? Check out our brand video that explains what we’re doing at Synthesia in a way that even our grandparents *kind of * understand what this AI video stuff is all about!

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

The role...

• Reporting to the Customer Support Manager, 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

At Synthesia, we expect everyone to...

• Be an owner
• Focus on outcomes over Inputs and Plans
• Make the journey fun
• Default to simple

You can read more about this in this public Notion page - https://synthesia.notion.site/How-we-work-at-Synthesia-f794caa72f8446efb6be22b551ce0fa2 

The good stuff...

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 C start-up.

📍 A hybrid setting where you can work from our London office in Soho.

🍼 Paid parental leave.

🏥Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts.

🌴 25 days of annual leave + public holidays in the country where you are based.

🚲 Cycle to work scheme (London).

🎉 Fun culture with regular socials and company retreats (Portugal, Copenhagen & Barcelona!)

🥳 Regular tasty lunches and office snacks.

🤩 4 weeks paid sabbatical after 4 years at the company + $10,000 USD.

👉 A generous referral scheme.

🧓 Pension contribution/salary sacrifice.

💻 A brand new computer + monitor and an additional home office set-up budget.

🚀 A huge opportunity for career growth as you’ll help shape a market-defining product.

✨ We will always take hustle and ambition over grades and have structured our interview process to reflect this.

If you want to be a part of building a legendary company, COME JOIN US! 😊