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- Tasks: Assist customers via email, chat, and social media to resolve their queries.
- Company: Join Synthesia, a pioneering AI video platform transforming content creation for businesses.
- Benefits: Enjoy competitive salary, stock options, private medical insurance, and 25 days annual leave.
- Why this job: Be part of a fast-growing unicorn with a fun culture and opportunities for career growth.
- Qualifications: High school diploma and at least 1 year in technical support; strong communication skills required.
- Other info: Flexible shift work needed; join a team that values building over talking.
The predicted salary is between 30000 - 42000 £ per year.
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.
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.
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.
The good stuff:
- 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.
- 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.
Customer Support Representative - London London employer: synthesia.io
Contact Detail:
synthesia.io Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Representative - London London
✨Tip Number 1
Familiarise yourself with Synthesia's products and services. Understanding how our AI video communications platform works will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during interviews.
✨Tip Number 2
Brush up on your CRM skills, particularly with Intercom and Salesforce. Being proficient in these systems will allow you to manage customer information efficiently and show that you're ready to hit the ground running.
✨Tip Number 3
Prepare for potential scenario-based questions during the interview. Think about how you would handle difficult customer situations or technical issues, as this will showcase your problem-solving abilities and customer-oriented mindset.
✨Tip Number 4
Highlight your flexibility and willingness to work shifts. Since the role requires availability across various hours, emphasising your adaptability will make you a more attractive candidate for the team.
We think you need these skills to ace Customer Support Representative - London London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and technical environments. Emphasise your communication skills and any familiarity with CRM systems like Intercom or Salesforce.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at Synthesia. Mention specific reasons why you want to work there, such as their innovative approach to video production and their commitment to customer satisfaction.
Showcase Your Customer-Oriented Mindset: In your application, provide examples of how you've exceeded customer expectations in previous roles. Highlight any metrics or KPIs you've achieved that demonstrate your effectiveness in customer support.
Prepare for Questions: Think about potential interview questions related to customer support scenarios. Be ready to discuss how you would handle difficult customers or complex issues, showcasing your problem-solving skills and ability to work under pressure.
How to prepare for a job interview at synthesia.io
✨Know the Company
Before your interview, take some time to research Synthesia. Understand their mission, values, and the products they offer. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Demonstrate Your Communication Skills
As a Customer Support Representative, excellent communication is key. During the interview, practice clear and concise responses. You might even want to prepare examples of how you've successfully resolved customer issues in the past.
✨Familiarise Yourself with CRM Tools
Since the role involves using CRM systems like Intercom and Salesforce, it’s beneficial to have a basic understanding of these tools. If you have experience with similar software, be ready to discuss it and how it helped you in previous roles.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific situations where you had to handle difficult customers or complex issues, and be prepared to explain your thought process and the outcome.
