Customer Support Associate - APAC

Synthesia; Greater London; On-site; GBP 3,000 - 4,000; Full time

Job summary

Synthesia is seeking a Customer Support Associate based in the Philippines to join its global customer-care team. You’ll handle inquiries via email, chat or social media, provide accurate guidance, and escalate complex issues to Tier 2 when needed.

You will work with CRM tools (Intercom, Salesforce, Zendesk, Freshdesk, Hubspot) and aim for KPI targets such as first response time and CSAT, while staying up-to-date with products and processes in a fast-paced environment.

Qualifications

• At least 1 year experience within a technical support environment.
• Based in the Philippines.
• Excellent verbal and written communication skills.
• Customer-oriented mindset with a strong desire to exceed customer expectations.

Responsibilities

• 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 elevate 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 (KPIs) 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.

Skills

Communication skills

Multitasking

Team collaboration

Customer-centric

Education

High school diploma

College degree desirable

Tools

Zendesk

Freshdesk

Intercom

Hubspot

Salesforce

Job description

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.

Location: Philippines (APAC region)

About the role

As aCustomer Support Associate(CSA) 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 elevate 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:

• Based in the Philippines

• 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

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