Apply to SynthesiaJoin the rocket ship while it's taking off! 🚀
The role...
- Reporting to the Customer Support Manager, 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 New York
- Good written communication skills with a focus on clarity and empathy
- Previous experience with managing live chats or tickets
- Previous experience working in a startup 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!
- 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
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 C start-up 💸
- Hybrid working environment 🏢🏠
- Discretionary based bonus 💰
- 100% Medical, Dental & Vision 👩⚕️
- 401k Plan 👵
- Paid parental leave 🍼
- 25 days of annual leave + Public holidays + paid sick leave 🏝️
- 4 week paid sabbatical after 4 years at the company + $10,000! 😍
- Fun culture with regular socials and company retreats 🎉
- A generous referral scheme 💡
- A brand new computer + monitor and an additional home office setup budget 💻
Salary: $45,000💰
Location: New York City - Nomad District 🗽
If you want to be a part of building a legendary company,
COME JOIN US!
😊
☮️ Synthesia is fully committed to Equality, Diversity and Inclusion ☮️
Our ambition is to have an environment that is equitable, diverse and inclusive for all our employees now and in the future.
We believe that everyone at Synthesia is equally important, that we should celebrate diversity and the value it brings, and that everyone should feel they belong.
We want to be a business that champions equality and an inclusive culture; where there are no barriers to colleagues realising their potential; and where every individual feels valued, respected and accepted. 🏳️🌈
Who are we?
We are on a mission to make video easy for anyone …
Synthesia is the world’s #1 AI video generation platform. Well, it’s actually a video production studio — in a browser. As in, no cameras or film crews at all. You simply choose an avatar, enter your script in one of 120 languages, and your video is ready in minutes. In Synthesia, you can build personalised on-the-fly videos, give your chatbot a human face or run 24/7 weather channels in different languages, to name just a few of the possibilities. 🎬
We believe the future of media is synthetic, and we are on a mission to turn cameras into code and make everyone a creator.
Not sure what we’re talking about? Check out our brand video that explains what we’re doing at Synthesia in a way that even our grandparents *kind of * understand what this AI video stuff is all about.
And yet we are just laying the groundwork for a whole new kind of media here. Imagine joining Uber, Airbnb or Stripe when these companies were just getting started.
That's how early we are – but enough about us now.