Customer Support Associate - UK

Synthesia London Full-time

Salary Competitive

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. In 2025 we announced our series D funding. In total we’ve raised over $330M in funding from top-tier investors, including NEA, Atlassian Ventures, WiL, PSP Growth, and existing investors such as Accel, Nvidia, Kleiner Perkins, GV and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

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 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; 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

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

The good stuff:
In addition to being a part of a great team, working in a fun and innovative environment, we offer;
Flexible WFH
Generous stock option plan
Pension
25 days of annual leave + Bank holidays
Fun culture with regular socials and company retreats
Generous referral scheme
Free office snacks and regular tasty lunches!
Brand new MacBook
WFH set up