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
Bonus
- 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
Success will be measured on
- 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
Working Hours
As we’re a global company with global customers, we need to make sure we’re available to support them 7 days a week. We’re looking for someone who is happy doing shift work, Monday-Sunday any hours between 6am - 12am.
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! 😊
