Global 24/7 Customer Support Associate

Synthesia; Greater London; Hybrid; 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 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.