Customer Support Associate New York City

SLAMcore; New York (NY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Stock options

Hybrid working

100% Medical, Dental & Vision

401k Plan

Paid parental leave

25 days annual leave

Social events

Brand new computer

Job summary

Synthesia, a leading AI video platform, is hiring a Customer Support Representative for our New York team. You will handle inquiries via email, chat, and social media, delivering accurate solutions and escalating complex issues when needed.

You will collaborate with peers and leverage CRM systems to track information, aiming to achieve KPIs like CSAT, NPS, and first response times. The role supports a hybrid work model and generous benefits.

Qualifications

• High school diploma or equivalent; college degree preferred but not required.
• At least 1 year experience in a technical support environment.
• Strong verbal and written communication skills.
• Experience with CRM software (Zendesk, Intercom, Salesforce) preferred.
• Ability to multitask and work in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via email, chat, or social media in a timely and professional manner.
• Provide accurate information and support to resolve customer issues.
• Identify and escalate complex issues to Tier 2 support when necessary.
• Collaborate with other teams to resolve customer issues.
• Record customer information in CRM systems (Intercom & Salesforce).
• Meet KPIs such as first response time, CSAT, NPS, and customer satisfaction.
• Stay up to date with product knowledge and processes.
• Provide feedback to improve support processes.

Skills

Communication

Customer focus

Multitasking

Time management

Teamwork

Adaptability

Independence

Education

High school diploma

Bachelor's degree desired

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.

As a Customer Support Representative (CSR) 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 escape 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; 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
  

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 startup

• Hybrid working environment for NY based employees

• 100% Medical, Dental & Vision

• 401k Plan

• Paid parental leave

• 25 days of annual leave + Public holidays + paid sick leave

• Fun culture with regular socials

• A generous referral scheme

• A brand new computer + monitor