Customer Support Representative, Synthesia
$48k
+ Stock options, discretionary based bonus
More information about location
1-5 days a week in office (Nomad District, New York City)
AI video creation platform
Job no longer available
AI video creation platform
201-500 employees
Job no longer available
$48k
+ Stock options, discretionary based bonus
More information about location
1-5 days a week in office (Nomad District, New York City)
201-500 employees
Company mission
To empower everyone to make video content - without cameras, microphones or studios.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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 take
Video is an integral part of companies’ marketing strategies, and the adoption of synthetic media has grown in popularity. As organisations are investing in videos, startups are building platforms to support the process. Synthesia is an AI-powered video generation platform that saves enterprises up to 100x the cost and time of producing a video.
The company leverages deep learning to simulate real videos and real actors without the need for costly infrastructure like camera crews, actors, cameras, studios, and a lengthy post-production process. Synthesia’s first product STUDIO launched in public beta in the summer of 2020 and it is now used by 30,000+ companies, including the BBC, Teleperformance, Amazon, and Reuters.
Notably, Prof. Matthias Niessner, one of the co-founders of the company, is behind some of the most well-recognised research projects in the field Deep Video Portraits and Face2Face. The company's intuitive interface has grown to become the #1 rated video creation platform, proving its strong ability to capitalise on the growing AI in media market – which is estimated to be worth $99.48 Billion by 2030.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
Jan 2026
$200m
SERIES E
Apr 2025
$13.2m
LATE VC
Total funding: $550m
Company benefits
- đź“ŤYou will work in a hybrid setting with offices London, New York, Copenhagen, Amsterdam, Munich & Zurich!
- đź’¸ Stock options in our fast-growing Series C start-up
- 🌴 25 days of annual leave + public holidays in the country where you are based
- 🎉 Fun culture with regular socials and company retreats (Portugal, Copenhagen & Barcelona!)
- 🍫 Office snacks and regular tasty lunches!
- 🤑 Generous referral scheme
- 🚀 A huge opportunity for career growth as you’ll help shape a market-defining product
- 🏥 Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts.
- 🍼 Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay.
Company HQ
Fitzrovia, London, UK
Leadership
Victor Riparbelli
(Co-Founder & CEO)Experience working on growth and product at Aller Media and Founders. Co-founded Immersive Futures in 2016 and Coincall in 2017.
Steffen Tjerrild
(Co-Founder & COO)Former Investment Manager at Kukula Capital and Business Developer at Founders.
Matthias Niessner
(Co-Founder)Computer science professor at the Technical University Munich.
Lourdes Agapito
(Co-Founder)Professor of 3D Computer Vision at University College London.
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