Customer Support Associate (AI)

Location: Remote, based in the Philippines; shift work Monday–Sunday, including bank holidays, with availability required for any hours between 6am and 12am.

Company

Synthesia develops an AI video platform for business and enterprise skill development, with headquarters in London and offices and teams across Europe and the US.

What you will do

• Respond to customer inquiries through email, chat, and social media in a timely and professional manner.
• Provide accurate product support and resolve customer issues, escalating complex cases to Tier 2 when necessary.
• Collaborate with technical support specialists, support product specialists, and leadership to resolve customer problems.
• Record and maintain accurate customer information in Intercom and Salesforce.
• Meet support KPIs including first response time, first-contact resolution, CSAT, NPS, SLA, and productivity.
• Improve product knowledge and provide feedback on support processes and procedures.

Requirements

• Based in the Philippines.
• At least one year of experience in a technical support environment.
• High school diploma or equivalent.
• Excellent verbal and written communication skills with a customer-oriented mindset.
• Good computer skills and experience with CRM or customer support software such as Zendesk, Freshdesk, Intercom, HubSpot, or Salesforce.
• Ability to multitask, manage time effectively, work independently and collaboratively, and support different shifts, weekends, and bank holidays.

Culture & Benefits

• Remote work within the Philippines.
• Global customer support coverage across rotating shifts.
• Work in a fast-paced and dynamic AI product environment.
• Collaboration with teams across Europe and the US.