Customer Support Representative - London

Synthesia; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Synthesia is seeking a Customer Support Representative in London. The role involves responding to customer inquiries, providing support, and collaborating with teams to resolve issues. Ideal candidates will have a high school diploma, excellent communication skills, and at least one year of experience in a technical support environment. This position offers a competitive salary and the chance to work in a fast-paced, innovative company.

Benefits

Private Medical Insurance

Paid parental leave

25 days of annual leave

Cycle to work scheme

Generous referral scheme

Qualifications

• At least 1 year experience within a technical support environment.
• Ability to work independently and as part of a team.
• Flexibility to work different shifts, bank holidays, and weekends.

Responsibilities

• Respond to customer inquiries via email, chat, or social media.
• Provide accurate information and support to customers.
• Collaborate with technical support specialists to resolve issues.

Skills

Excellent verbal communication

Excellent written communication

Customer-oriented mindset

Ability to multitask

Good computer skills

Education

High school diploma or equivalent

Tools

CRM systems

Job description

Customer Support Representative - London

Join to apply for the Customer Support Representative - London role at Synthesia

Customer Support Representative - London

Join to apply for the Customer Support Representative - London role at Synthesia

Get AI-powered advice on this job and more exclusive features.

Welcome to the video first world

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:

• 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 escalate 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:

• High school diploma or equivalent
• 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

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 D start-up.

Private Medical Insurance (London)

Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay

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

Cycle to work scheme (London).

Fun culture with regular socials.

A generous referral scheme.

Pension contribution/salary sacrifice. (London)

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

Referrals increase your chances of interviewing at Synthesia by 2x

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