Customer Support Representative - NYC

Welcome to the video first world

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now….

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s and more. Read stories from happy customers and what 1,200+ people say on G2.

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. We’ve raised over $150M in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

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
• Must be in the NYC metro area

Working Hours:

As we’re a global company with global customers, we need to ensure we’re available to support 24/7. We’re looking for someone who is happy doing shift work, Monday-Sunday, inclusive of bank holidays, any hours between 6am - 12am

Our Culture...

At Synthesia we’re passionate about building, not talking, planning or politicising. We strive to hire the smartest, kindest and most unrelenting people and let them do their best work without distractions. Our work principles serve as our charter for how we make decisions, give feedback and structure our work to empower everyone to go as fast as possible. You can find out more about these principles here.

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
• Hybrid working environment 
• Discretionary based bonus 
• 100% Medical, Dental & Vision
• 401k Plan
• Paid parental leave 
• 25 days of annual leave + Public holidays + paid sick leave
• Fun culture with regular socials and company retreats 
• A generous referral scheme
• A brand new computer + monitor and an additional home office set-up budget 

Salary: $48,000

Location: New York City - Nomad District