Customer Support Representative - NYC

Synthesia • Full-time • New York City, New York, United States • 1d ago

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...

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
Must be in the NYC metro area

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.